View source for Weekly support

==Organization==
Contact person for the organization: Sarah Naumann | Substitute: Maximilian Scheuber
==Afternoon support outside core hours==
Afternoon support between 4 p.m. and 6 p.m. is divided into
#Telephone service
#Technical Emergency Preparedness
Telephone service and technical emergency preparedness alternate on a daily basis:
*<span class="ve-pasteProtect" style="color: #363636">Exchange is possible at any time, please find a replacement yourself and arrange/let us know with SG</span>
*<span class="ve-pasteProtect" style="color: #363636">Vacation replacements are arranged before the vacation</span>
*<span class="ve-pasteProtect" style="color: #363636">Regulation in case of illness is ad hoc</span>
*<span class="ve-pasteProtect" style="color: #363636">Support time is normal working time and cannot be combined with overtime hours</span>
Who takes over which "service" is discussed weekly in the TeamCustomer Jourfix.
===The telephone service===
*''<s>is present in the office.</s>''
*takes phone calls via the support number (= HalloWelt office number).
*Checks the ticket inbox every hour for Prio 1 tickets.
*Creates a ticket for telephone support requests or support requests via email and assigns this to the support management/ service management or the respective project manager for further processing on the following day.
*forwards priority 1 faults '''immediately''' to the technical emergency service.
*takes over communication with the customer in priority 1 cases.
*after 6:00 p.m.: put the phone back in thecharging station and activate the answering machine (middle upper button)
===The technical emergency preparedness===
* can be reached by phone until 6 p.m. at a known number.
* has a computer nearby with which he can access the network via OpenVPN.
* processes Prio 1 tickets on the instructions of the telephone service and ideally closes them.
* keeps the telephone service up to date in priority 1 cases.
==Support Mailbox==
[[User:Snaumann|Sarah Naumann]] is ''Head of Mailbox''. As long as she is there, she takes care of processing and sorting the incoming mails in <code>support@mycompany.com</code>. If a colleague is addressed personally, either 
#create a ticket and assign accordingly,
#the mail is copied and assigned into an already existing ticket,
#the mail is still answered immediately and
#forwarded personally by email to the person who was addressed.