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Insite-led Implementations: (End User Action Items (Insite Action Items…

- - - - Application Support will assess if the ticket needs to be escalated to Backstop
      - o If they’re able to resolve:
      -  Determine next step
      -  Communicate to Partner or Customer
      -  Close ticket
      - o If they need to escalate:
      -  Assign to Backstop
      -  Update Ticket status to on-hold or communicate to Partner or Customer and close ticket
      - o Then Backstop will:
      -  Determine next step
      -  Communicate to Support (via Jira)
      - o Support will communicate and close the loop with the Partner or Customer via open Zendesk Ticket
      - CSD assigned to Customer account should be tagged in Zendesk so they have visibility to all Tickets