Escalating problems through to Solutions
- Support encounters a problem that requires Solutions' help.
Has the issue been escalated through the correct people within Support before it is handed off to Solutions?
- Support shares the information with Solutions.
What's the timeframe for Solutions to get back to Support these questions?
What information does Solutions need to be able to understand the problem? What information is Support is providing?
How does Support know which team/channel is best to share the information with.
Are there other places or sources that may have the answer to the problem?
- Solutions do the work to solve the problem.
Where can Support go to to get updates on how the fix is going?
How does the work get allocated to a team?
How is this work prioritised within Solutions?
What does Support tell the retailer?
Does a Jira ticket get written up? What format does this work get recorded in?
- Solutions has fixed the problem.
How do Solutions tell the wider Support team that there has been a fix?
How do Solutions tell the specific RA that the Solution has been fixed?
Where does information about the fix get recorded for future reference?
- Support contacts the retailer.
What information does Solutions need to provide to Support so that Support can formulate a response.
How does Support get back in touch with Solutions if there are on going problems?
In what format is it best to share this information?
What is the threshold for escalating through to Solutions?
Has Solutions shared with Support the timeline for the fix?
How is the problem ticket managed?