How we run support

1. Ticket is submitted through [e-mail] 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:

• Update the ticket to inform the client we are working on the ticket

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