Has the Impact of my issue been clearly understood?
byegreen03-08-201007:59 AM - edited 03-08-201008:16 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