Traumasoft Support Policy

Transcription

1 Traumasoft Support Policy The Traumasoft Support Policy provides a basic understanding of the Issue Management Model at Traumasoft. Managing issues properly is a critical goal of the Traumasoft Support Team. This document describes the Issue Tracking Tool, the roles and responsibilities of Traumasoft Support Team including Traumasoft Customers. The Issue Management Model is defined including; status lifecycle, severity or priority of issue and resolution objectives. Issue Tracking Tool The Traumasoft Support Team utilizes Bugzilla to manage issues that are received from our users. Bugzilla is an issue tracking tool used to streamline the many complex processes required to effectively support users. Bugzilla s configurable web interface provides the capability for Traumasoft users, the Traumasoft Support Specialist, Support Manager, and Traumasoft Developers to submit or check the status of issues on-the-fly. Traumasoft Support Team Support Level Roles All support levels have the ability to submit an issue in Bugzilla. 1) Level 1- Traumasoft Support Specialist Provides first level problem determination, problem/incident recording when necessary, and problem escalation. All Calls are handled by the Traumasoft Support Specialist to maintain an accurate record of issue requests. Responsible for notifying customer of problem resolution via or phone and maintaining record of contact. 2) Level 2 Traumasoft Support Manager High-level support is provided by the Traumasoft Support Manager. The Support Manager provides level 2 and frequently level 3 support. The Support Manager will determine criticality and exercise discretion before escalating the ticket to an appropriate resource. 3) Level 3 Developer Level This is an escalated level of support, which is not generally provided by the Traumasoft Support Manager. However, the call is received and logged by the Traumasoft Support Specialist. These issues usually involve advanced levels of support that require specialized technical or application expertise.

2 Customer Roles Defined A Company Point Person is assigned as an internal support specialist for each organization. Company Point Person Responsibilities The Company Point Person is expected to understand and follow the Issue Management Process so that all resources may be appropriately allocated and issue resolutions reached quickly. The Company Point Person s responsibilities include but are not limited to the following: Reading and following information FAQs, user assistance information and other support processes when available. Effectively gathering and analyzing internal information from employees before logging an issue in Bugzilla. Elementary problems are resolved; examples of this include basic how to or procedural questions, hardware diagnostics, password resets, account creation, etc. The Point Person is responsible for providing detailed information when logging an issue in Bugzilla, and thereby providing that information to the Traumasoft Support Specialist so the issue is triaged and routed appropriately. Enter issue in Bugzilla including: See Attached: Using Bugzilla 1. Project 2. Component 3. Severity 4. Summary 5. Description 6. Attachments (when necessary) Traumasoft Support Specialist Responsibilities The Traumasoft Support Specialist provides first level support responsibilities. Problem resolution is prioritized according to the complexity and severity of the issue. The Support Specialist is responsible for incoming customer phone calls or s and effectively gathering, analyzing and managing information. Determining criticality and exercising discretion before escalating to the Management Level.

3 Responsible for providing updated technical information when necessary. When problem calls are continuously received on certain issues, additional training, FAQs, and/or documentation may be requested. The need to update or develop documentation to reflect the types of calls being received may be necessary. Traumasoft Support Manager Responsibilities Managing the ongoing operation, administration, support, and stability of the Traumasoft Support Team. Ensuring that Traumasoft Support Team, including the Customer Point Person is adequately trained in the technologies and applications provided by Traumasoft. Responsible for managing issue workflow or the movement of an issue through the various statuses during its lifecycle in Bugzilla. See Below: Issue Management Model Assesses the criticality of a given emergency, and manages the escalation and release of the emergency problem fix. Emergency issues may involve critical infrastructure and/or application failures that hinder daily operation. Developer Responsibilities Traumasoft Developers are expected to follow the Issue Management Model and utilize the Bugzilla application appropriately to ensure that all issues are handled in a consistent, repeatable, and predictable manner. Acknowledging service request assigned by Traumasoft Support Manager. Responsible for maintaining the issue status throughout the lifecycle of the ticket in Bugzilla. This provides a knowledge base of information shared throughout the Traumasoft Support Team. Providing the Traumasoft Support Team with technical information and problem solving techniques, when requested. Issue Management Model An issue is an unplanned or unexpected event that deviates from standard activities or normal operating conditions. The following model was designed to assist in the workflow prioritization

4 and resolution of issue types. These definitions will be consistently communicated and utilized by all of the Traumasoft Support Team when dealing with commonly shared issues. Severity Code Definitions An issue s Severity code allows the customer s unique situation to be documented and taken into account when the Traumasoft Support Team prioritizes its workflow. This code allows the organization to respond appropriately with the proper resources within an acceptable timeframe. Severity Code Definition Example Resolution Est. Emergency Highest priority. System failure. Major production outage, performance degradation, or instability causing 4-6 hours Critical This issue is causing a problem and requires urgent attention. significant impact. User or multiple users are experiencing major performance issues. Minor Not critical. User is experiencing performance issues, may be running on a workaround but basically operational. 1 week 4 weeks

5 Status Lifecycle Each issue has a status, which indicates where the issue currently is in its lifecycle. An issue starts as Unconfirmed, progressing to Confirmed, then generally to In-progress, and then Resolved. Depending on the circumstances an issue may progress to other statuses. Status Unconfirmed Confirmed In Progress Reopened Resolved Code Reviewed Tested/Verified Pushed to Production Verified Production Closed Description New issue waiting for approval/confirmation by support. This issue has been confirmed by support, and is ready to be assigned. This issue is being actively worked on at the moment by the assignee. This issue was once Resolved or Closed, but is now being reexamined. From here, issues are either marked; In Progress, Resolved or Closed. An issue with a resolution of Cannot Reproduce is Reopened when more information becomes available or the issue becomes reproducible. A resolution has been identified or implemented, and this issue is waiting for review and testing. Resolution has been reviewed and is ready for testing. Resolution has been tested and verified Resolution has been synced to live server. Issue resolution has been verified as working on production server. This issue was resolved without needing to be pushed to production. Issues which are Closed can be Reopened.

6 Issue Resolution An issue can be resolved in many ways. Once an issue is resolved (the issue s Resolution field is not empty). Resolution Type FIXED Won't Fix Duplicate Cannot Recreate Not a Bug Description A fix for this issue is checked into the tree and tested. The issue described will never be fixed, it may no longer be relevant. This is a duplicate of an existing issue. It is recommended that a link to the duplicated issue is created. This issue could not be reproduced at this time, or not enough information was available to reproduce the issue. If more information becomes available, please reopen the issue. This issue was deemed Not a bug, may be an enhancement or training issue.