NEP Service Desk Guide v1.6

MoblneLs 2014 All rlghL reserved age 1
Mobinets Service Desk

Quick Guide
verslon 1.6
MoblneLs Servlce uesk - Culck Culde


Table of Contents
l. lnLroducLlon ........................................................................................................................ 3
ll. ConLacLlng SupporL ........................................................................................................... 3
lll. SupporL llows vs SLA ....................................................................................................... 4
lv. Accesslng Lhe Cnllne 1lckeLlng SysLem ............................................................................ 3
!" #$%&' !') *+,-$.+ /!%+ .................................................................................................. 3
0" 12+!3+ ! 4&-5+3 6&! 7+26&-+ 8+95 /$23!, .............................................................................. 8
-" :&+;&'% !') <=)!3&'% 4&-5+39 6&! 7+26&-+ 8+95 /$23!, ..................................................... 10
)" /2$>&,+ ?!'!%+.+'3 !') #$%$@3 ..................................................................................... 10
v. LscalaLlon polnLs of conLacL ............................................................................................ 11



I. Introduction
1hls documenL descrlbes Lhe MoblneLs Cnllne 1lckeLlng SysLem and provldes an
lnLroducLlon on how Lo use lL.
MoblneLs has resLrucLured lLs supporL organlzaLlon and lnLroduced a new model LhaL
enhances noL only Lhe supporL process buL also auLomaLed SLAs and reporLlng. Cur world-
class supporL and servlces Leam wlll ensure LhaL any lssues our cusLomers have are
addressed ln a Llmely and professlonal manner. ln addlLlon Lo Lhe prevlous supporL channels
(by phone and by emall) cusLomers can now use Lhe MoblneLs Cnllne 1lckeLlng SysLem. 1hls
ls accessed Lhrough hLLp://supporL.moblneLs.com and ls brlefly descrlbed ln Lhe followlng
secLlons.

II. Contacting Support
unless oLherwlse sLaLed ln conLracLual SLAs, MoblneLs provldes a 24x7x363 Pelpdesk
servlce on lLs hoLllnes for urgenL requesLs. We encourage you Lo use MoblneLs Cnllne
1lckeLlng SysLem as a flrsL channel of supporL, followed by phone calls for urgenL requesLs.
Pow Lo ConLacL MoblneLs SupporL:
1. ConLacLlng Pelpdesk by hone:
1o conLacL Lhe helpdesk, dlal one of Lhe followlng numbers and follow Lhe prompLs:
Lebanon Pelpdesk (8uslness hours): +961 6 432 443, +961 6 623 333
Lebanon PoLllne (24/7 hours): +961 70 633 483

Morocco Pelpdesk (8uslness hours): +212 3 2901 4133
Morocco PoLllne (24/7 hours): +212 6 2003 3940

2. ConLacLlng SupporL by Lmall:
lor servlce requesLs, use Lhe followlng emall address:
Lmall: supporL[moblneLs.com



3. lor boLh emall and phone channels, please communlcaLe Lhe followlng lnformaLlon
ln order Lo expedlLe Lhe supporL process:
roducL & sofLware verslon
lnformaLlon on Lhe error messages recelved
An undersLandlng of wheLher or noL Lhe problem ls conLlnuous or sporadlc
An undersLandlng of Lhe condlLlons under whlch Lhe problem occurred, for
example LxporL, lmporL, Save.
SLeps Laken Lo correcL Lhe problem
lmpacLed users

4. 8alse a servlce requesL Lhrough Lhe Cnllne 1lckeLlng SysLem
MoblneLs Cnllne 1lckeLlng SysLem ls accessed Lhrough hLLp://supporL.moblneLs.com.
MoblneLs provldes lLs cusLomers wlLh a reglsLered username and defaulL password whlch
are changeable afLer Lhe flrsL logln. 1he followlng secLlons descrlbe Lhe process ln more
deLall.

III. Support Flows Vs SLA
1he charL below summarlses Lhe supporL process versus Lhe conLracLual SLAs :
8esponse Llme: ls Lhe Llme measured beLween Lhe reporLed lncldenL
acknowledge by MoblneLs and Lhe klck off of Lhe lnvesLlgaLlon from MoblneLs
slde. (asslgned)
8esolve Llme: ls Lhe Llme measured beLween Lhe reporLed lncldenL acknowledge
by MoblneLs and Lhe Llme where MoblneLs provldes a permanenL or a
workaround resoluLlon.
llnal llx Llme: ls Lhe Llme measured beLween Lhe reporLed lncldenL
acknowledged by MoblneLs and Lhe Llme where MoblneLs provldes a permanenL
flx
1lckeL closure: Wlll be Lrlggered when Lhe CusLomer conflrms resoluLlon.



lor more deLalls on Lhe SLA meLrlcs, please refer Lo Lhe conLracLual agreemenLs.

IV. Accessing the Online Ticketing System
a. Login and Welcome Page
1o logln Lo Lhe servlce desk porLal perform Lhe followlng sLeps:
1. ConnecL Lo Lhe followlng llnk
http://support.mobinets.com



A logln wlndow wlll be dlsplayed, as shown below.

2. LnLer Lhe credenLlals provlded by MoblneLs.
1he credenLlals can be requesLed by sendlng an emall Lo supporL[moblneLs.com.
AfLer logln ls compleLed, a welcome page ls dlsplayed as shown below.

3. Cn Lhe home page, 3 caLegorles are dlsplayed for each Lype of requesL Lo be senL Lo Lhe
supporL Leam.
"#$#%&': conLalns 2 sub-caLegorles.
- Cuerles (Any lnqulry noL relaLed Lo lncldenL).
- uocumenLaLlon (All lncldenLs relaLed Lo uocumenLaLlon lncludlng addlLlonal
requesLs).
($)*+#$,-: conLalns 3 sub-caLegorles.


. AppllcaLlon lncldenL: used Lo reporL any klnd of AppllcaLlon lssues relaLed
Lo MoblneLs or covered 1hlrd parLy sofLware.
. uaLabase lncldenL: used Lo reporL any lssue relaLed Lo SysLem uaLabase.
. PW lncldenL: used Lo reporL any lssue relaLed Lo SysLem Pardware.

/%0+1),2 conLalns 1 sub-caLegory whlch ls C8 for AddlLlonal leaLure".
use Lhls secLlon Lo requesL addlLlonal feaLures Lo Lhe exlsLlng producL.



b. Create a Ticket via Service Desk Portal
1o creaLe a LlckeL, cllck on Lhe requlred sub-caLegory llnk, as llsLed above, and flll
Lhe dlsplayed flelds wlLh Lhe lnformaLlon requlred.

Cllck Lhe 3%#&,# buLLon (lefL boLLom) Lo creaLe Lhe LlckeL or cllck 3&$)#' Lo cancel
lL.
1he rlorlLy fleld ls noL requlred for Lhe uocumenLaLlon and C8 requesLs.
Cnce CreaLed, Lhe LlckeL ls dlsplayed wlLh Lhe sLaLus CLnLu, and a reference lu
ls shown Lo Lhe rlghL (MC8-xxx)
1o add an aLLachmenL, cllck on Add aLLachmenL" marked ln red or enLer a
commenL and add lL by uslng Lhe Add buLLon, as shown below.



1he llnks Add a commenL" and Add aLLachmenL" on Lhe rlghL are used for Lhe
same purpose.
1o go back Lo Lhe home page aL any Llme, cllck on Lhe MoblneLs LCCC (upper lefL
slde)
1he added commenL or aLLachmenL wlll appear under Lhe AcLlvlLy secLlon, as shown below.



c. Viewing and Updating Tickets via Service Desk
Portal
1o vlew or updaLe a LlckeL Lhrough Lhe servlce desk porLal, cllck on Lhe My requesLs" llnk
on Lhe Lop of Lhe page Lo Lhe rlghL. 1he llsL of creaLed LlckeLs wlll be dlsplayed, showlng Lhe
laLesL sLaLus, as shown below.
1o add a commenL or aLLachmenL, cllck on Lhe LlckeL llnk.
1he currenL sLaLus of each LlckeL wlll be shown, as per Lhe laLesL updaLe done by Lhe
supporL Leam on Lhelr own porLal.
CusLomers can search for a speclflc LlckeL by enLerlng any word from Lhe LlckeL summary.
1lckeLs can be fllLered by: All requesLs, CurrenL requesLs or CompleLed requesLs.
d. Profile Management and Logout
1o LogouL or vlew Lhe currenL user's proflle, cllck on Lhe arrow nexL Lo Lhe plcLure on Lhe
Lop of Lhe page Lo Lhe rlghL, as shown below.

Cllck on roflle Lo reveal deLalls, as shown below.


AvaLar (LCCC), ulsplay name, assword, Lhe noLlflcaLlon emall address and Lhe Llme zone
can be cusLomlzed by Lhe user.
Cnce done, Lhe user shall save Lhe daLa by cllcklng on Save" buLLon
V. Escalation points of contact
Cur prlmary concern ls Lo solve our cusLomers' problems as fasL as posslble and Lo ensure
LhaL any lncldenL has mlnlmal lmpacL on operaLlonal Lasks. lf aL any Llme our cusLomers feel
LhaL Lhe supporL and servlces provlded have noL meL SLAs or esLabllshed expecLaLlons,
escalaLlon can be sLarLed Lhrough Lhe followlng MoblneLs personnel.

4&5#

/0-*,*0$

65&*'

/70$#
8&9*7 :&$-01% SupporL Manager rablh.mansour[moblneLs.com +9613701336
+96171910219
;))01$, :&$&<#% AccounL Manager 18u 18u
8#<*0$&' =/ v Servlces 18u 18u

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MoblneLs 2014 All rlghL reserved age 1

Mobinets Service Desk

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