Support
Process Design Pattern
Purpose
Provide support on the products and services provided to customers.
Entry Criteria
A team is contributing to the support of the existing product and services.
Objects
- Incident Log,
- Support Information
Process Owner
Support Manager.
Activities
- Log a support request
- Classify the support request (Special handling if customer complaint)
- Assign the support request Log
- Handle the support request
- Close the support request
Roles
- Call handler
- Support Specialist
- Customer
References
This process links to the following Best Practice, External Standards and Product Standards. Links to other processes that this process may start are also indicated.