SOP – Customer Support Process - CloudHesive

SOP Customer Support Process

Chad Conant 5/20/2016

CloudHesive

SOP ? Customer Support Process May 20, 2016

CONFIDENTIAL

Contents

Revision History ............................................................................................................................................ 3 References .................................................................................................................................................... 4 Overview ....................................................................................................................................................... 5 Audience ....................................................................................................................................................... 5 Assumptions.................................................................................................................................................. 5 Change Management.................................................................................................................................... 5 Quality Controls ............................................................................................................................................ 5 Reporting Issues / Submitting Requests ....................................................................................................... 6

Types of Issues and Requests ................................................................................................................... 6 Inquiry (I have a question!) ................................................................................................................... 6 Incident (Stuff is broken!) ..................................................................................................................... 6 Service Request (Do stuff for me!)........................................................................................................ 6 Problem................................................................................................................................................. 6

Triaging...................................................................................................................................................... 7 Severity ..................................................................................................................................................... 7 Response and Resolution.......................................................................................................................... 7 Service Level Agreement (SLA) ................................................................................................................. 8

Standard Hours ..................................................................................................................................... 8 Non-Standard Hours ............................................................................................................................. 8 Published Holiday Observations ........................................................................................................... 8 Full Day.................................................................................................................................................. 8 Published Holiday Schedule .................................................................................................................. 8 Ticket Processing....................................................................................................................................... 9 Communication......................................................................................................................................... 9 Responsibilities ....................................................................................................................................... 10 CloudHesive ........................................................................................................................................ 10 Customer............................................................................................................................................. 10 Escalation ................................................................................................................................................ 11

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CloudHesive

SOP ? Customer Support Process May 20, 2016

CONFIDENTIAL

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CloudHesive

SOP ? Customer Support Process May 20, 2016

CONFIDENTIAL

Revision History

Revision Description Author

Authored Approver Date

Approved Released

Date

By

Release Date

1

Initial

Chad

May 20,

Jim Walker May 20,

Conant

2016

2016

May 20, 2016

2

Add phone Chad

March 29, Jim Walker March 29,

numbers Conant

2017

2017

March 29, 2017

3

Annual

Chad

May 22,

Chad

May 22,

Chad

May 22,

review

Conant

2017

Conant

2017

Conant

2017

4

New

Heath

Sep 27th,

Heath

Sep 27th,

Heath

Sept 27th,

Service

Jones

2018

Jones

2018

Jones

2018

Desk

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CloudHesive

References

Location

SOP ? Customer Support Process May 20, 2016

Filename

Title

Version

CONFIDENTIAL

Source

Page 4

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