The Triage Process

The 170 Systems Technical Support process uses a multi-tiered approach designed to provide the most timely and thorough support to our customers that we can.

Our Triage Support Team initially reviews all new incidents. The primary responsibility of this team is to respond to incidents within the time frame designated by you're the customer's Technical Support Services Package - based on support level and incident severity. The goal of this team is to gather all of the information necessary to describe the incident (as outlined in the Important Information to Gather Before Contacting Support section) and based on this information resolve as many incidents as possible.

If the Triage Team is unable to resolve an incident after assisting in gathering the necessary data, they will assign the incident to a Tier 2 or Tier 3 support analyst. Customers can greatly impact the timeliness and effectiveness of the Triage Support Team by gathering relevant information before submitting an incident.

In certain cases, our Triage Support Team will re-assign an incident directly to the backline team.

Depending on the nature and severity of the incident, further internal escalation to Product Development and/or Consulting Services may occur, in order to ensure that the most appropriate resources are looking at the issue and providing feedback to the customer.

In some cases, a Webex session and/or phone call may be warranted in order to facilitate diagnosing and resolving and incident. The Support Analyst will inform the customer if and when these mechanisms are required.

Independent of which team member is handling an incident, customers will receive an initial response from Technical Support based on the severity of the incident and the level of service purchased. For more information, please see the Technical Support Service Packages.

Viewing Status of Incidents

Viewing the status of incidents is quick and easy. Simply, log in to Support Web and select My Stuff. Refer to the figures below for more details on how to use this functionality within Support Web.

Figure 7.1 - Support Web My Stuff - Status of Incidents

Figure 7.2 - Support Web My Stuff - Severity Definitions

Figure 7.3 - Support Web My Stuff - Status Definitions

Figure 7.4 - Support Web My Stuff - Viewing all Incidents Logged by Your Company

Figure 7.5 - Support Web My Stuff - Viewing Incident Details

Communicating with Technical Support

Communicating with Technical Support is also very easy with the Support Web interface. Simply select the incident from the list and use the interface to communicate with Technical Support.

Figure 7.6 - Support Web My Stuff - Updating an Incident