When logging or reporting a support request, there are six different stages that we go through. Below we have listed these stages and described what happens throughout the process.
Stage 1. Issue report
How to log an issue?
Support issues are logged via our Customer Portal – Support Login – which provides both the ability to log new tickets as well as reviewing the status and activities against existing tickets. Alternatively you may either:
- Email This e-mail address is being protected from spambots. You need JavaScript enabled to view it or fill in the attached PDF Form
- Call +61 8 8361 8666 for Adelaide support
- Call +61 2 9966 8055 for Sydney support or
- Fax +61 2 8361 8633 (attention support)
Support consultants are available Monday to Friday between 8:30am to 5:30pm Australian Eastern Standard Time to take your call.
Severity One
| Severity Two
|
Severity Three
| Severity Four
|
Who should log an issue?
We expect that issues have been escalated via a client’s internal process to a System Administrator or Super User, and preferably the System Manager who was assigned to the application after the initial implementation project was completed. This is to ensure communication is both efficient and effective. This System Manager should be considered by the client as an extension of our support processes within their organisation. The following are the client’s responsibilities, prior to logging an issue with us:
- Reproduce error and document the steps to reproduce in the Acuere Support Ticket Test Case format.
- Review relevant knowledgebase, where available.
- Determine the severity of issue.
Definition of Issues
We will initially classify issues logged with us into one of two categories, Generic Issue or Other Issue. Generic Issues are those that relate to the generic functionality of the application or database provided by Acuere. Other Issues are those that do not relate to generic functionality of the application or database provided by Acuere. Generic issues are limited to issues that can be reproduced on Acuere’s generic support system. Support on generic issues is provided under a Software Assurance Maintenance and Support agreement. For more information on what’s chargeable and what’s not refer to the Professional Services Billing document, available from your Acuere Account Manager.
Stage 2. Ticket creation
When an issue is received by Acuere, one of our support engineers will review (if created in the Customer Portal) or alternatively create a ticket in our database. This is then used to document, follow up and track the issue in Acuere’s system. When the ticket is created the customer will receive an electronic confirmation with the ticket number and the name of the person researching the issue. The severity of the issue will determine the regularity of contact with the customer. The customer will be kept informed, via telephone or email, by the support engineer on the ticket status.
Stage 3. Issue Diagnosis
The engineer responsible for the issue will complete the following steps in the diagnosis stage:
- Confirm the severity of the issue with the customer.
- Forward the case to the responsible area (if applicable). Determine the nature of the issue and whether chargeable or not and advise the customer. Approval to proceed will be sort in writing for chargeable activity to proceed.
- Provide an email response to any simple generic questions.
- Test the issue in Acuere’s test environment with standard software to determine if the issue is generic in nature.
- Check vendor documentation to establish if a similar case has been reported in the past and how it was resolved.
- Search in Acuere’s and the vendor’s knowledgebase to identify any potential workarounds or fixes.
- Communicate results of the diagnosis to the customer.
Stage 4. Issue resolution activities
After initial diagnosis, if the issue remains unresolved, our support engineer will proceed with a more in depth investigation. In the process Acuere may ask the customer for any or all of the following.
- Detailed screenshots of the issue reported.
- Remote connection to the server, workstation(s) and database to troubleshoot the issue, possibly in conjunction with the vendor.
- If necessary, Acuere may request a copy of your database to replicate the issue in our test environment.
- Acuere will regularly apprise the customer of the ticket status.
Stage 5. Provide a resolution
When a ticket is resolved by either Acuere, the vendor or customer, the resolution is recorded in Acuere’s knowledgebase. This forms part of Acuere’s continuous improvement process enabling future issues of a similar nature to be handled with increased efficiency.
Stage 6. Closing a ticket
A ticket is deemed resolved and therefore closed either:
- Upon mutual agreement between Acuere and the customer or
- When communication is provided to the customer and Acuere do not receive any information to the contrary with 48hrs of the information being provided.
