Wave Consulting Support Desk Services User Guide

Wave Consulting
Support Desk – User Guide
Wave Consulting
Support Desk
User Guide
Date:
July 2012
Wave Consulting Limited
1st Floor
723-725 Green Lanes
Winchmore Hill
London
N21 3RX
Support Desk & Switchboard: 020 7043 9357
Wave Consulting Limited
Page 1 of 13
April 2012
Wave Consulting
Support Desk – User Guide
Table of Contents
1.
INTRODUCTION ..................................................................................... 3
2.
LOGGING A CALL.................................................................................. 3
3.
REMOTE ASSISTANCE ........................................................................ 8
4.
PRIORITY LEVELS ................................................................................ 10
5.
RESPONSE TIMES ................................................................................ 11
6.
CALL STATUS ....................................................................................... 11
7.
CLOSING AN INCIDENT ....................................................................... 12
8.
AREAS NOT COVERED BY THE SUPPORT DESK............................. 12
9.
THE CLIENT’S RESPONSIBILITIES ..................................................... 13
10. MAINTENANCE..................................................................................... 13
Wave Consulting Limited
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April 2012
Wave Consulting
Support Desk User Guide
1.
Introduction
Our support team are available to provide you with timely, expert support
for your installation between 9.00am to 5.30pm, Monday to Friday,
excluding Bank Holidays. Telephone support is only available during those
hours, however our on-line facility is available 24 hours per day, 7 days per
week, through which calls can be logged, tracked and updated.
2.
Logging a Call
There are three methods of logging a call with our support team:
Online
http://waveconsulting.co.uk/support-desk
E-mail
[email protected]
Phone
+44(0)20 7043 9357
We will process your call in the same way regardless of how you log it.
All calls are entered into our Support Desk system where they are fully
visible to you if you wish to login to check progress.
2.1
Online
Access to the online self-service Support Desk is available via the following
URL:
http://www.waveconsulting.co.uk/support-desk
or alternatively via the following option on the homepage of the Wave website:
This allows you to record detailed information about the call, attach any
applicable files or screen shots can be attached and the call is automatically
generated in the Support Desk system, ready to be assigned to the appropriate
consultant.
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Support Desk User Guide
2.1.1
Registration
The first time that you use the online facility you will need to register. To
register for online access go to http://www.waveconsulting.co.uk/support-desk
You will see the following screen:
Click on ‘click here to request access.’ The following screen will be displayed:
Complete all of the details and click on Send.
Your details will be forwarded to the support team who will set up your login
for the online service and send you an email with full details.
Wave Consulting Limited
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Wave Consulting
Support Desk User Guide
2.1.2
Logging Calls
Go to the Support Desk webpage:
http://www.waveconsulting.co.uk/support-desk
To log into the online system enter your email address and then click on the
button ‘Log in’.
When you are logged in, you will see all of your open support calls.
To add a new call, click on ‘Add Incident’.
Complete the form, adding as much detail as possible.
location and phone number and the following details:
Enter your name,

Category
Identify the product that is giving you issues;

Priority
Dictates the response time within the terms of your SLA;

Serial No
Enter your SunSystems Serial Number (if you know it);

Description
Type in as much detail as possible of the log;

Attachments Where possible add screen-shots, reports etc
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Support Desk User Guide
It is often helpful for the support consultant to have sight of the screen that is
showing an error. You may wish to attach a screen shot, file, or report now if
appropriate - files can be attached by checking the attachments tick box.
The following screen will then be displayed enabling you to add files and enter
more text:
Multiple files can be attached, but they can only be uploaded one at a time.
After browsing for the file to attach, click on ‘Add Attachment’. The file will be
attached and the screen will then display how many current attachments have
been uploaded for that call. Once you have finished click on ‘Done’.
After clicking on ‘Done’, you will see details of your call displayed, showing you
the Call ID, description and the priority that you assigned.
You will also receive an email confirmation.
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Support Desk User Guide
Your call will then be assigned to a support consultant.
2.1.3
Viewing and Updating Calls
You can view the status and full history of your support calls at any time online.
Once you have logged in you will see a list of your open calls, which you can
scroll through. Clicking on ‘All Calls’ will display closed and open calls.
To see full details of a particular call, click on ‘View Call’. The details of the
call will then be displayed.
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Support Desk User Guide
From here you can additional information to an existing call by clicking
‘Add Action’. Enter the details in the box labelled ‘Description’ then click on
the ‘Add Action’ button to complete the amendment. You can also add
attachments to an existing call by clicking on ‘Add Attachment’ and then
following the steps outlined above for attaching files to a call.
2.2
Email
Calls can be logged with the support team by sending details of the
problem via email to [email protected]. The call will
automatically be entered into the support system. Files can be attached to
the email and will be stored with the call on the system.
You will receive an email confirming receipt of the call and the log number.
2.3
Phone
You can also call us on +44 (0)20 7043 9357.
A member of the support team will key details of your call into the system,
give you a log number, and assign it to the appropriate support consultant.
You may subsequently be asked to provide screen shots, example reports,
etc, as appropriate.
2.4
Nominated Consultant
We ask all customers to log support calls via one of the above methods
rather than directly through their nominated consultant. This will ensure that
all issues are dealt with promptly – the nominated consultant may not be
immediately available. If the call requires input from the nominated
consultant then this will be organised by the support consultant.
Nominated consultants will routinely update themselves with details of all
calls from customers for whom they are responsible.
Wave Consulting Limited
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July 2012
Wave Consulting
Support Desk User Guide
3.
Remote Assistance
We use a live remote assistance tool called ‘GoToAssist’. It allows our
support consultants to initiate web based sessions with clients so that we
can investigate your problem first hand.
With GoToAssist,
permission):
support
consultants
can
(with

View your desktop and open applications; and

Share control of your mouse and keyboard.
your
You are in full control of your computer at all times. You always have
overriding control of your mouse and keyboard, and you can end the
screen- sharing session at any time.
If the support consultant deems it necessary to perform a GoToAssist
session they will direct you to the following URL:
http://www.waveconsulting.co.uk/remote-assistance
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Support Desk User Guide
You will be provided with a GoToAssist remote session code by your
support consultant. Enter this into the box and click ‘Submit’.
You will be prompted to download and install a small virus-free plug-in.
When prompted click ‘Yes’ to allow Full Access to your support consultant, so
that they are able to control the mouse and keyboard.
Extensive configuration work, such as report-writing, should not be carried out
via remote access. If on-site consulting is deemed to be appropriate, your
account manager will arrange for a consultant to consultant to carry out the
work at an additional charge.
4.
Priority Levels
When logging a call via the online self-service facility you will need to assign a
Priority Level to your support call. If your call is logged via email or telephone
this is done at the discretion of the support consultant based on the severity of
the problem, the business impact to you, and whether there is a suitable
workaround available.
The priority of a call may change during the life of the incident. Any change in
priority will be agreed with the client.
Please use the following list as a guideline:
1. High - System down or unable to continue with normal business;
2. Medium - Unable to use an important feature but able to continue with
business operation;
3. Low - Unable to use a feature but not a major inconvenience; and
4. Cosmetic/Advice/Assistance - Cosmetic change or request for advice
on use of the software;
Wave Consulting Limited
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Support Desk User Guide
5.
Response Times
We will respond to support calls according to their severity, in line with the
following table. It should be noted that these are maximum times and we
would hope to be able to provide a faster service on most occasions.
Priority Description
6.
Initial Response
Follow-up
Response
1.
System down or unable to
continue with normal business
Within 1 working
hour
Within 2 more
working hours
2.
Unable to use important
feature but able to continue
with business operation
Within four working
hours
Within one more
working day
3.
Unable to use a feature but
not major inconvenience
Within one working
Day
Within five more
working days
4.
Cosmetic change or request
for advice on use of the
software
Within one working
day
Within five more
working days
Call Status
A Status is assigned to all calls and will appear in the online self-service
support system.
An explanation of the available status is detailed below:

Open - The call is open and assigned to the support consultant;

Closed - The issue has been resolved and it has been agreed with the
client that the call may be closed. Alternatively, we have had no
response to repeated follow ups.
Investigating - The call is being investigated by the support
consultant.


Waiting for Client - The support consultant has requested additional
information from the client, or has offered a fix for the issue and is
awaiting a response from the client.

Waiting for Third Party - The call has been escalated to the supplier
of the software (e.g. Infor).

Waiting for Fix - The supplier of the software (e.g. Infor) have advised
that a fix is available and the support consultant is awaiting that fix.

Consultancy/Training Required - The issue has been identified
by the support consultant as requiring training or on-site assistance by
a consultant. The account manager will arrange for the appropriate
person to visit the client.
We are committed to keeping you up to date and will send out regular email
updates (at a maximum of weekly intervals) for all open calls.
Wave Consulting Limited
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July 2012
Wave Consulting
Support Desk User Guide
7.
Closing an Incident
In principle we will not close a call without your agreement.
If a patch has been sent to you, we will close the call only after you have
confirmed to us that the patch has been installed and is working.
If we have asked for further information from you and have not had a response
within a reasonable length of time then the support consultant will send an
email suggesting that the call should be closed. If this does not produce a
response within a further reasonable period then we will change the status to
closed.
Note that a call may be re-opened at any time.
8.
Areas Not Covered by the Support Desk
In order to prioritise our time effectively, there are certain areas which are not
covered by the Support Maintenance Agreement and which we do not deal
with via the Support Desk.
8.1.1
Provide training over the telephone
We do not offer training over the phone or via remote assistance. If training is
required, please refer to your account manager who can arrange suitable
training for you at an additional charge. The calls recorded on the Support
Desk are monitored and if it appears from the calls that any of your staff
require training in specific areas, your account manager may contact you to
suggest some training.
8.1.2
Provide installation instructions over the telephone
We do not give complex installation instructions over the phone. If on-site
consulting is deemed to be appropriate, we will refer you to your account
manager who will arrange for a consultant to carry out the work at an
additional charge.
8.1.3
Provide configuration or implementation instructions over the telephone
We do not give configuration or implementation instructions over the phone. If
on-site consulting is deemed to be appropriate, we will refer you to your
account manager who will arrange for a consultant to carry out the work at an
additional charge.
8.1.4
Write your reports
We do not write Actuate or Vision/Q&A reports over the phone or via remote
assistance. If on-site consulting is deemed to be appropriate, we will refer
you to your account manager who will arrange for a consultant to carry out the
work at an additional charge.
Wave Consulting Limited
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Wave Consulting
Support Desk User Guide
9.
The Client’s Responsibilities
9.1.1
Nominate a Super User
You should nominate a Super User to be the key contact for our support team.
As the Super User they will have access to all of your logs and would normally
have a key role in looking after your systems.
9.1.2
To ensure all staff are fully trained
Your staff should be fully trained on the software being supported. Training
courses are available and recommended for new employees or as refresher
courses.
9.1.3
Supply full information
Please supply full information to our Support Desk for any call that is logged
10. Maintenance
In the event that a Maintenance Fee or other Wave invoice remains unpaid for
more than thirty days after it has become due for payment, we become entitled
to suspend our support service.
Wave Consulting Limited
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