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  • Support Process

    Загружено:

    mukesh_kumar6828
    27 просмотров1 страница
    Help Desk - Level 1 - RS Software Responsibility 1, User Calls Help Desk with issue 2, Helpdesk logs call on VIPER and does initial triage Visa CEMEA RS Software 3, Helpdesk Updates VIPER and passes to Level 2 support 4, Helpdesk decides if a Clarity Issue Yes No 5, Pass issue back to Visa Clear Technology RS with guidance from CT.

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    Help Desk - Level 1 - RS Software Responsibility 1, User Calls Help Desk with issue 2, Helpdesk logs call on VIPER and does initial triage Visa CEMEA RS Software 3, Helpdesk Updates VIPER and passes to Level 2 support 4, Helpdesk decides if a Clarity Issue Yes No 5, Pass issue back to Visa Clear Technology RS with guidance from CT.

    Авторское право:

    Attribution Non-Commercial (BY-NC)
    Скачайте в формате DOC, PDF, TXT или читайте онлайн в Scribd
    Отметить как неприемлемый контент
    27 просмотров1 страница

    Support Process

    Загружено:

    mukesh_kumar6828
    Help Desk - Level 1 - RS Software Responsibility 1, User Calls Help Desk with issue 2, Helpdesk logs call on VIPER and does initial triage Visa CEMEA RS Software 3, Helpdesk Updates VIPER and passes to Level 2 support 4, Helpdesk decides if a Clarity Issue Yes No 5, Pass issue back to Visa Clear Technology RS with guidance from CT.

    Авторское право:

    Attribution Non-Commercial (BY-NC)
    Скачайте в формате DOC, PDF, TXT или читайте онлайн в Scribd
    Отметить как неприемлемый контент
    из 1

    Help Desk – Level 1 – RS Software

    Responsibility
    2, Help Desk logs
    1, User Calls Help
    call on VIPER and Visa CEMEA
    Desk with issue
    does initial triage

    RS Software

    3, Helpdesk
    Yes 4, Help Desk No Clear Technology
    Updates VIPER and 5, Pass issue back
    decides if a Clarity
    passes to Level 2 to Visa
    Issue
    support
    RS with guidance
    from CT

    Clarity Support Triage – Level 2/3 – RS Software

    6, Clarity support 8, Apply Fix/


    7, Is this a known Yes
    team receives Workaround
    issue?
    issue Update VIPER

    No

    10, Perform investigation to


    determine:-
    Yes 9, Fix/workaround
    identified A) Possible Fix /Workaround
    B) Component(s) involved
    C) Priority

    No
    11, Apply Fix/
    12, Raise Support Request
    Workaround
    with Clear Technology
    Update VIPER

    Domain Expert – Level 4 - CT/RS Software

    Yes 14, Investigate Issue


    13, Issue in Core
    further to identify Fix/
    Tranzax
    Workaround.

    No

    No 16, Apply Fix/


    15, Hotpatch
    Workaround Yes
    Required 17, Requires custom 18, Apply Fix/Workaround
    Update VIPER
    code change Update VIPER

    Yes
    No

    Yes 19, In Tranzax


    utilities ?
    Yes
    No
    20, Log details of
    21, Workaround
    required change in
    identified
    VIPER

    No

    No 24, Wait for change to be


    23, Workaround
    22, Update VIPER made and new release to
    identified
    be deployed

    Yes

    25, Apply Fix/Workaround

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