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.