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242/102/49 0/51/59 181/172/166 Primary colors 248/152/29 PMS 172 PMS 137 PMS 546 PMS 407 251/206/146 202/227/233 141/129/123 Secondary colors 114/181/204.

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Presentation on theme: "242/102/49 0/51/59 181/172/166 Primary colors 248/152/29 PMS 172 PMS 137 PMS 546 PMS 407 251/206/146 202/227/233 141/129/123 Secondary colors 114/181/204."— Presentation transcript:

1 242/102/49 0/51/59 181/172/166 Primary colors 248/152/29 PMS 172 PMS 137 PMS 546 PMS /206/ /227/ /129/123 Secondary colors 114/181/204 PMS 148 PMS 7458 PMS 7457 PMS /79/75 PMS /166/143 PMS 487 © 2010 MediaMind Technologies Inc. | All rights reserved Lizi Efrati | 3 rd Level Support Manager January 9 th, 2012 Support Request for 3 rd Level Support

2 © 2010 MediaMind Technologies Inc. | All rights reserved ▸ When should we open a support request ▸ How to open a SR ▸ R&D SLA ▸ Tier2 guidelines ▸ Assigning R&D User to new SR ▸ SR states ▸ State:Pending Bug Fix Agenda

3 © 2010 MediaMind Technologies Inc. | All rights reserved When Should We Open a SR ▸ Bug in the MM platform ▸ Cases that were investigated by Tier1&2 but still no resolution found ▸ Need information: logs request(Shay Fox) \Explanation for specific Analytic metrics calculation. ▸ Don’t open SR for design changes.

4 © 2010 MediaMind Technologies Inc. | All rights reserved How to open a new SR 1. Open Team system web access: 331a91a09b2d 331a91a09b2d 2. Select project “Rich Media Platform” (on the left ) 3. New work Item->support request (on the right) 4. Select priority according to “R&D SLA” 5. On the Description Tab write: Description of problem, Steps to reproduce: 1,2,3. Please don’t omit any important details. 6. You can add Links/ attachment on the attachment tab 7. On the details tab fill: Related CRM case Id Account Name Happens in all accounts or a specific one. Account Type: VIP/Standard Campaign Name 8. Assign to R&D user according to R&D SLA 9. Save SR. 10. Update CRM case with the SR number. 11. Escalate case to Tier3. 1. Open Team system web access: 331a91a09b2d 331a91a09b2d 2. Select project “Rich Media Platform” (on the left ) 3. New work Item->support request (on the right) 4. Select priority according to “R&D SLA” 5. On the Description Tab write: Description of problem, Steps to reproduce: 1,2,3. Please don’t omit any important details. 6. You can add Links/ attachment on the attachment tab 7. On the details tab fill: Related CRM case Id Account Name Happens in all accounts or a specific one. Account Type: VIP/Standard Campaign Name 8. Assign to R&D user according to R&D SLA 9. Save SR. 10. Update CRM case with the SR number. 11. Escalate case to Tier3.

5 © 2010 MediaMind Technologies Inc. | All rights reserved R&D Support request SLA SeveritySLA for initial response SLA For Resolutio n When should Be used Who should Be notified Expected Fix time Comments PremiumImmediate attention Continues work until issue is resolved. When there is a major issue across the system (serving blanks, js errors…) Specific campaign for VIP account, with VP (GS/AM/R&D) approval (required only for R&D after hours cases). R&D and Tier2&3 Managers. Update 3 rd level support manager. Call R&D Manager, also after hours A fix for such issue will be deployed as soon as it is available (will not be delayed to the next SP). This severity should be used carefully and only for system wide problems or a problem that has a crucial affect on a VIP client. The meaning of this severity is that R&D will work on it from the moment it was opened until it is resolved. It postpone any other item R&D are working on (which might cause delays on the next version). R&D will work on such requests after hours as well.

6 © 2010 MediaMind Technologies Inc. | All rights reserved UrgentImmediate attention Top priority during R&D working hours. work until issue is resolved (within working hours). A major issue affecting specific client like ad is not serving, campaign is being delayed or damaged, a specific functionality of the system is not working and preventing the client from completing his work R&D and Tier2 directors Call R&D director A fix for such issue will be deployed as soon as it is available (will not be delayed to the next SP). Exception to this is a case that there is a reasonable workaround. This is the same as premium with the following difference a.R&D are working on this during their working hours. If R&D didn't solve the SR at the end of their day, they are required to update the SR with their progress, next steps and expected timeline, so we can update the client. Try to provide an update before EOD for client. Be sensitive.

7 © 2010 MediaMind Technologies Inc. | All rights reserved High2 Biz DaysNoneWhen there is an issue in a specific area in the system which is not affecting any client in a critical way (delaying/damagin g campaign)` If there is a workaround - next SP/Patch. If no workaround - decide according to the effect on the client. The SLA is for the initial response. A resolution for such SR can be that a bug was opened with the scheduled fix. Normal5 Biz DaysNoneWhen there is a case that is not delaying/damaging the campaign Next SPThe SLA is for the initial response. A resolution for such SR can be that a bug was opened with the scheduled fix. Low10 Biz DaysNoneA general question or a very specific issue that is not working well but doesn't effecting anyone. Next SPThe SLA is for the initial response. A resolution for such SR can be that a bug was opened with the scheduled fix.

8 © 2010 MediaMind Technologies Inc. | All rights reserved Tier2 guidelines ▸ Urgent/Premium SR - who should be notified? Relevant R&D Manager should be ed\called and issue should be explained. should be sent to R&D Managers, Tier2&3 managers, Tamir Atar. ▸ What Severity should be selected for SRs related to a VIP account? SRs related to VIP account should have severity between High-Urgent, depending on the nature of the issue. If this is after hours and immediate attention is needed, a premium SR should be opened and followed by a call to R&D director.

9 © 2010 MediaMind Technologies Inc. | All rights reserved Assigning SRs Who should the SR be assigned to? Deployment (system availability, latencies, regional issues, requests for logs) - Shay Fox Web application related - any SR related to the MM application, any setup that is not working - Amichai Kidron Ad Serving - any serving related issues (any Client/Server side issues, BS decision call related issue, rotation, conflicts with a page, blanks for a specific spot..) - Shai Turgeman Creative - Shai Turgeman. Analytics – DB, Data related - Roi Assa Analytics - Application related (can't generate a report, can't use a dropdown….) - Amichai Kidron Reports by service - this is managed by the Data team in Custom Dev (part of the GS) - Yuval Nisimov - should be handled in CRM as a case to Custom Reports CRB/Excel cubes are not updated - Roi Assa BDB updates - These need to be avoided - Amichai Kidron CC4S /CC4M - Shai Turgeman Smart Trading - Amichai Kidron

10 © 2010 MediaMind Technologies Inc. | All rights reserved Using the different SR states: Please follow the below guide lines for assigning SR states. For any queries please contact ActionChange state byNew stateAssigned to New Support request Tier2 supportOpenR&D users only Received SRR&DacknowledgeR&D users only Resolution was found R&DSettled Tier2 support users only Bug was openedTier2 supportPending Bug Fix Tier2 support users only Closing SRTier2 supportClosed Tier2 support users only Waiting for AM information Tier2 supportHandled by Tier2 Tier2 support users only

11 © 2010 MediaMind Technologies Inc. | All rights reserved Pending Bug Fix ▸ A New state: “Pending Bug Fix” is now introduced and should be used for SRs that triggered opening of a bug. ▸ Alongside with the new status, a new weekly report “SRs pending bug fixes” was created, to list all SRs that we need to follow up on. ▸ Mandatory fields In order to enforce communication of bug ID and expected fix date by R&D, the following fields are now mandatory for SRs that are being settled with “defect open” reason or set to “Pending Bug Fix” Defect ID Estimated upload date

12 © 2010 MediaMind Technologies Inc. | All rights reserved Thank you! Lizi


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