Process General Details
| Note | ||||
|---|---|---|---|---|
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The S2 process outlines the basis of Severity Classification done at the Support Level on Freshdesk and Jira Interfaces and the efforts to drive closure of the ticket. |
| Process Name | S2 Process - Support ver 1.0 |
|---|---|
| Process Description | S2 process for support is defined to follow the structured approach in case any Severity 2 issue is reported via the Freshdesk Tool. It documents the action between various functions in order to address and close the issue reported by the user. |
| Process Scope | Scope of this process is limited to the tickets raised via the freshdesk tool for severity 2 classified by the L2 Support Team. This S2 process is for DIKSHA only. Not for issues faced by any other adopter(s). |
| Process Roles | L1 Support Team , L2 Support Team, Solution Circle Owners, Implementation Team, Engineering Team |
| Process Boundary | Freshdesk Ticket initiated on the Freshdesk Tool triggers the process and the closure of the Freshdesk Ticket ends the process. |
| Process Stages | 1. Issue Raised 2. Severity Classification by L2 Support 3. Priority Justification 4. ETA confirmation (ETA on S2 to be communicated as "within the next three months") 5. Solution 6. Closure of Issue |
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Appendix:
- Support Helpline Number - +91 7483957150 .
- List of Solution Circles: https://docs.google.com/presentation/d/1s9S79apFlMvWvrS6AS3F_yDB4Bhoinklwfck1CLx0j4/edit#slide=id.p
- Support Email : support@teamdiksha.org
- ETA on S2 to be communicated as "within the next three months" by L1 Support
1. Issue Raised
| Input | Freshdesk Ticket |
|---|---|
| Output | Diksha Jira Ticket |
| Role(s) Involved | L1 Support Team |
| Stage Activities | Validate and verify the issue with a Severity of S2 Gather Qualifying information from the user Replication of issue Resolve the issue (if applicable) |
2. Severity Classification by L2 Support
| Input | Diksha Jira Ticket |
|---|---|
| Output | Diksha Jira Ticket Updated / Sunbird Jira Ticket |
| Role(s) Involved | L2 Support Team and L2 Support Lead |
| Stage Activities | Validate and verify the issue with a Severity of S2 Refer S1 rubric to qualify that it is not a S1 ticket as per rubrics Provide Workaround to the user (if available) Resolve the issue (if applicable) |
3. Severity Justification
| Input | L2 Lead to further check on Severity Classification |
|---|---|
| Output | A decision on Priority Justification |
| Role(s) Involved | L2 Lead and Support OPS |
| Stage Activities | Deliberating on the Severity of the Diksha Ticket |
4. ETA Confirmation
| Input | Jira Ticket assigned to Solution Owner for Priority |
|---|---|
| Output | Priority Validation along with roadmap to execution of the solution |
| Role(s) Involved | Solution Circle owner, L2 Team Member, Support OPS and IMPL Team |
| Stage Activities | Get the Final ETA from the respective Circle (ETA on S2/P2 to be communicated as "within the next three months") Update the Jira ticket with the ETA Responding to the user with the ETA |
5. Solution
| Input | P2 Status on Jira Ticket |
|---|---|
| Output | Deployment of Solution |
| Role(s) Involved | Engineering/Implementation Team, Release Manager, Circle owner for the track |
| Stage Activities | L2 Lead follows up on solution as per ETA Engineering/Implementation or circle owner updated the status and follows up internally for closure on the Deployment |
6. Closure of Issue
| Input | Jira Ticket Updated with resolution |
|---|---|
| Output | User informed and confirmation is taken on the resolution |
| Role(s) Involved | L1 Support Team, L2 Lead, Engineering/Implementation Coordinator |
| Stage Activities | Validate and verify the issue resolution by L2 Lead Updating the Diksha Jira Ticket by L2 Lead Informing the user of the resolution by L1 Team Closure of the Freshdesk Ticket by L1 Team |
Exceptions
The Exceptions to this process is outlined below:
- S3 tickets and S1 tickets
- If the Circle owner has not yet planned for the solution as per timelines yet, but will plan it within the 3 cycle ETA.
- This process does not capture the closure of the Jira Ticket
- Changes to the Circle composition basis time
- Change/deprecation of feature within the 3 cycles of deployment.
Process Metrics
The process metrics are as follows:
- % accuracy of the debugging efforts by L2 should be over 90%
- % variance on ETA provided during the Triage process. Variance should not be greater than 10% (L3 Metric)
Escalation:
For all Support Related breakdowns:
Noel - noel@ekstep.org
For all Engineering/Implementation Related breakdowns:
Madhu - Madhu@ekstep.org
For all Solutions related breakdown:
Alok - alok@ekstep.org