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

1. Telephone service
2. Technical Emergency Preparedness

Telephone service and technical emergency preparedness alternate on a daily basis:

• Exchange is possible at any time, please find a replacement yourself and arrange/let us know with SG
• Vacation replacements are arranged before the vacation
• Regulation in case of illness is ad hoc
• Support time is normal working time and cannot be combined with overtime hours

Who takes over which "service" is discussed weekly in the TeamCustomer Jourfix.

The telephone service

• is present in the office.
• 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

Sarah Naumann is Head of Mailbox which means that as long as he is there, he takes care of processing and sorting the incoming mails in support@mycompany.com. If a colleague is addressed personally, either

1. created a ticket by MRo and assigned / edited accordingly,
2. the mail is copied and assigned by him into an already existing ticket,
3. the mail is still answered by him, right
4. forwarded personally by email to the person who was addressed.