Process General Details
| Process Name | S1 Process - Support ver 1.0 |
|---|---|
| Process Description | S1 process for support is defined to follow the structured approach in case any Severity 1 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 1 classified by the L2 Support Team. This S1 process is for DIKSHA only. Not for issues faced by any other adopter(s). |
| Process Roles | L1 Support Team , L2 Support Team, S1- Coordinator (from Support), Engineering Coordinator, Implementation Team, Engineering Team, Business Representative (ETB, EQB, TPD) |
| 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
Appendix:
- PM-Architect Alignment - This is the spreadsheet to capture the PM & Architect associated with the respective workflow
- List of email address for PMU Team - sarthak@teamdiksha.org, pranshul@teamdiksha.org, chinmay@teamdiksha.org
- Support Helpline Number - +91 7483957150 (S1 Coordinator)
- List of Major Workflows - (images attached below):
L2 S1 Rubric:
1. Issue Raised
| Input | Freshdesk Ticket |
|---|---|
| Output | Diksha Jira Ticket |
| Role(s) Involved | L1 Support Team and S1 Coordinator |
| Stage Activities | Validate and verify the issue with a Severity of S1 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 S1, Refer S1 rubric to qualify for S1 and update the Jira Ticket Provide Workaround to the user (if available) Resolve the issue (if applicable) |
3. Priority Justification
| Input | Triage Call Invite from S1 Coordinator Support |
|---|---|
| Output | A decision on Priority Justification |
| Role(s) Involved | Triage Party |
| Stage Activities | Initiating the Triage call based on the L2 S1 Severity justification Getting the Triage Party to conclude the Priority Justification Updating the Jira Ticket with the Priority Agreed by S1 Coordinator |
4. ETA Confirmation
| Input | Minutes of the Triage Discussion |
|---|---|
| Output | ETA from respective function (Engineering or Implementation) |
| Role(s) Involved | S1 Coordinator, Engineering Coordinator/ Implementation Coordinator |
| Stage Activities | Get the Final ETA from the respective Function Update the Jira ticket with the ETA Responding to the user with the ETA |
5. Solution
| Input | P1 status on Jira Ticket |
|---|---|
| Output | Deployment of Solution |
| Role(s) Involved | S1 Coordinator, Engineering/Implementation Coordinator |
| Stage Activities | S1 coordinator follows up on solution as per ETA Engineering/Implementation Coordinator 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, S1 Coordinator, 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:
- Triage calls will happen during the working hour over the weekdays and the next morning if the issue is identified post working hours.
- Triage calls over the weekend will be subject to availability of the participants else the call will be conducted on the next working day for all.
- This process does not capture the closure of the Jira Ticket (It is subject to RCA done on the issue)
- The S1 coordinator, L2 Support Lead and Engineering Coordinator have no votes during the Triage Call. They will just provide the qualifying information and gather inputs.
- There will be a max of 5 folks on the triage group(excluding the coordinators). It is only their vote that will count in deciding whether the S1 ticket is indeed an S1. The representation will be from:
- Minimum of 3 participants required to attain a quorum.
- Business Solution, Architecture/Design Council, Implementation, Engineering.
Process Metrics
The process metrics are as follows:
- % accuracy on the rubric followed by L2 Support (% of instances NOT moved down from a S1 to S2 bucket post triage)- Should be greater than 80% (L2 Metric)
- % 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
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