How we run support

1. Ticket is submitted through support@gpmd.co.uk or support.gpmd.co.uk

2. Someone should respond to ticket within our target response time, with the following:

Priority assigned (P1, P2 & P3)
Date (or time for P1) when the ticket will have someone working on it (should be inline with target in progress times)
Steps to recreate added the ticket
Next actions for GPMD outlined
Indicate if this is a Task Ticket

3. When scheduling the person to work on the ticket the following actions need to be taken:

Update ticket to inform the client (point 2 above)
Assign to the person in the Asana Support Queue
Assign the Due Date in the Asana Support Queue
Assign the right section in the Asana Support Queue (To Do (Backend), To Do (Frontend) or To Do (Doesn't require a developer)
Update the Task Ticket Tracker spreadsheet (add the ticket if its a Task Ticket)
Update Daily Task Spreadsheet (with link to task)

4. When starting work on a ticket the following actions need to be taken:

5. When we stop working on a ticket the following actions need to be taken:

Update the ticket to inform the client what has been done:

If complete and live say so
If tested and ready for release give the expected date of release, and inform them that the fix is on UAT for review
If no resolution has been found give a detailed outline of whats been done and re-schedule the ticket following the steps outlined in points 2 & 3