Introduction

The following procedure ensures that we consistently manage client reported problems. A problem is defined as an issue that could lead to an incident, so it is important to understand whether the client has an issue or an incident – incidents are managed by a separate procedure, as they require a different response. Depending on the type of issue, the following resolution times apply:

Software unavailable                                                                                                      1 hour
Software partially available                                                                                          4 hours
Software feature does not perform as expected                                                48 hours
Software feature performs as expected but identified change                      1–6 months

Procedure

1.    Client logs problem

Problems can be logged using the embedded support form, email (support@gpbilling.co.uk), live chat or telephone (01534 607000). The service desk is available Monday to Friday 9am – 5pm with an out of hours P1/P2 engineer on call.

2.    Raise Ticket

Tickets are either raised automatically in Zoho Desk through the chat or support form in the application or by the product specialist taking the call. All problems must have a ticket raised.

3.    Ticket Responses

All responses to tickets must be tracked through the ticketing system, to ensure a consistent approach to quality and resilience.

4.    Open Tickets Must be Reviewed Daily

Reviewing open tickets will reveal trends and patterns and will ensure that service level agreements and contractual obligations are satisfied.

5.    Zoho Assist Should be Used to Provide Remote Desktop Assistance

Product Specialists should use Zoho Assist to support clients.

6.    Notifications to Be Sent to Clients Whenever A Status Change Occur

Clients must be informed, as problems are resolved, to ensure they are confident in the service.

7.    Problems That Cannot Be Resolved Within Contractual or Service Level Agreement Requirements Must Be Escalated to An Executive Director

This must happen promptly.

If You Are Unclear on What to Do.

You must contact your line manager for guidance.

Procedure Review

This procedure has been approved by an Executive Director and must next be reviewed by 31^st May 2023.