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Has the Impact of my issue been clearly understood?

by egreen ‎03-08-2010 07:59 AM - edited ‎03-08-2010 08:16 AM

Many of us may feel that the shared description of a technical issue is sufficient for communicating the impact or severity of an issue.  In reality, this may not always be the case.  While the Support Analyst will capture important technical detail related to an issue and focus his, or her, effort toward solving that issue, sometimes the full impact or urgency of an issue is not clearly understood. This can lead to pain points for an unnecessary period of time.

 

Maintaining a clear understanding of the technical issue and its associated impact, will not only promote the resolution effort by pursuing appropriate troubleshooting paths but this will also serve to elicit and engage the appropriate technical resources.

 

For SalesLogix Customer Support, the Severity level documented within the support case represents the impact for an existing issue. The most urgent and severe issues (i.e., System Down or Application failure for several or more users) are Severity level 1.Minor issues or those with little or no impact (How to questions or request for information) are Severity level 5.

 

Similar to how a medical center will triage its patients and deliver assistance according to those encountering the most severe issues, SalesLogix Customer Support prioritizes and pursues issue resolution according to Severity. So the next time you contact SalesLogix for technical assistance, in addition to receiving your incident number and technical recommendation, make sure you also discuss and come to agreement on Severity with the Support Analyst.  In doing this, we will work to ensure the right resources are actively engaged and pursuing a swift resolution to the issue.

 

More detailed information on issue Severity and case management guidelines can be found at SupportOnline

Message Edited by egreen on 03-08-2010 09:16 AM

Comments
by Gold Super Contributor RJLedger
on ‎03-08-2010 08:21 AM
Good points. I will definitely discuss Severity on my next call to Tech support - which will be later today ;-)
by
on ‎03-15-2010 05:19 PM
Edward,

I feel that you have one of he best support centers in the business but we all know that there is always room for improvement. I agree that there should be no discrepancy when it comes to ticket urgency and I might even agree that unless obvious the customer should expect their problem to be treated with some default standard urgency. But as a world class center your team must assume the responsibility for ensuring clarity around urgency. Anything even remotely borderline should be clarified with the customer. How many are impacted and how urgent is it? And when there is no doubt to the higher urgency, it is incumbent upon your folks to stress their understanding of that urgency and set expectations. Typically this is done by your team but there have been exceptions, times where there was agreement on urgency but intended follow-up was not clearly identified or inconsistent with impact.

If you haven't already, perhaps you should submit an article on escalation: what the client should do when they don't feel that their needs are being met in a timely manner.

I'll see if I can find those severity guidelines that you referenced on SupportOnline

Thanks,
Larry Esposito
by egreen
on ‎03-17-2010 07:10 AM

Larry,

 

Thank you for the kind comments regarding our Support Center.  We are certainly taking strides in our development and working to become the world class support center that you and others can trust and count on. 

 

Our team is making arrangements to post a more detailed plan that can be exercised in pursuing "escalation".  In the interim, I have provided a link to Jessica's post that describes steps that can be taken to pursue immediate escalation when necessary.

 

What to expect if your issue is not resolved during your first interaction

 

Regards,

 

Edward Green

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