February 2006

NEW SUPPORT TICKETING FACILITY

Coming soon...

Online support ticketing is something that we have been planning for a while. With our new software, users can log their support queries via an online service, rating their question as high, medium or low priority. We have noticed from tender documents that this is fast becoming the industry standard.

We like to provide a personal support service, and we want to continue this standard as we grow. A support ticketing system will allow us to maintain this and to monitor support by producing statistics on our response times.

Mike Dymond, Paritor’s front-line support person has designed this priority system, and says that ’...there has been some confusion in the past over the difference between support issues and requests for additions to the software. The new ticketing system will help Ensemble users to receive a faster response overall by prioritising their issues appropriately.’

This system clarifies the current support terms and conditions in an Ensemble User’s contract and will be available for use after Spring Half Term.

To register as a High Priority, an issue must be a ’show-stopper’; a critical problem that precludes the use of the software under normal operating conditions.

Medium Priority issues are service-affecting problems whereby the software does not function as specified or has errors of logic but which do not prevent the software being used.

Low Priority issues are those which do not affect the functionality of the software, e.g. documentation problems. Level 4 queries are therefore not issues at all but requests for product enhancement. There is an option within the support ticketing system to send an email requesting enhancements. Support queries are automatically allocated a reference number and are sent through to support.

‘These reference numbers will be really useful when we need to communicate with customers because a user may have raised more than one query and we can quickly identify which one we’re referring to’ says Mike. 'Hopefully users will take care when prioritising their issues as correct allocation will improve the service for all involved.'

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