Process General Details

S1 Process - Support

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 5. Solution 6. Closure of Issue

Process Diagram

S2 MAP (1).pdf

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

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 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

Support - S2 Process