Service Desk User Guide

Overview and Access

SAFE provides access to a service desk through the Customer Portal. The Portal includes several options and a searchable knowledge base.

To access the Customer Portal, you must be a registered user and have a username/password. For new customers, please supply your SAFE Sales representative with the email address of each user requiring to access the Service Desk

For existing customers, if you would like to add a new user to the SAFE Service Desk, please raise an “Other Questions” request including the email(s) of the users you would like to be added to the Service Desk

SAFE will register the requested users which will generate an email for the user to complete their registration.

Please note that it is the customers responsibility to inform SAFE of any changes in access rights for the customers registered users. SAFE will provide a full list of all current registered users for a customers organization on request.

Registered users will be able to create support requests, view open support requests made by the registered user or other users within the customers organization and view knowledge articles. They will also receive notifications via email about support request updates.

Creating Service Desk Requests

You can create a Service Desk request from the “Raise a request” area of the Customer Portal. You will be provided with the following options:

You can raise the following requests with SAFE:

• Report an Incident - use this option to report service downtime and other service impacting events.
• Request Technical Support - use this option to request technical help with Installation , Configuration and new Integrations or to request agreed operational processes be performed.
• Product Questions - use this option to ask questions about SAFE products and how to use them.
• Suggest Improvement use this option to suggest improvements to SAFE products.
• Ask any Other Questions you have - use this option when you’re not sure what category to use.

The following sections provide more details about each request option and the information SAFE requests to help resolve them effectively.

Once your request has been submitted, a SAFE representative will be in touch to assist with your request.

Creating Service Desk Requests

Each Service Desk Request raised should represent a single issue or topic. In the event that an issue contains multiple issues, SAFE may break this into separate Service Desk Requests on the service desk in order to triage them effectively.

If additional issues are found during the investigation into a Service Desk Request, SAFE may raise additional Service Desk Requests on the service desk to track them.

Reporting an Incident

The following table describes the information you will be asked to provide when “Reporting an Incident” which creates an Incident in the service desk:

Incident Life-cycle

Incidents will be assigned one of the following Status as they are processed:

• Waiting for Support - The support request has been logged on the SAFE service desk and is awaiting assignment to a SAFE representative.
• In Progress - The support request has been logged on the SAFE service desk and is assigned to a SAFE representative. The support request is being actively worked on and the assigned SAFE will work with the customer to triage and resolve the issue.
• Post Restoration Analysis - The impact to service reported in the support request has been resolved but there are outstanding actions to be completed in order to mark the request as resolved.
• Pending Final Fix - The impact to service reported in the support request has been resolved and fixes have been identified to fully correct the issue, but are pending release.
• Waiting for Customer - The support request cannot be progressed and is waiting on a response from the customer.

• Scheduled For Future - The support request has been mutually agreed to be progressed at a future date.
• Resolved - The support request has been resolved and all actions completed.
• Cancelled - The support request has been cancelled by the customer.
• Closed - The support request has close automatically 10 days after resolution.

When a comment is added by a customer to a “Waiting for Customer”, “Resolved” or “Closed” support request, the status will change to “Waiting for Support” and SAFE representatives will be informed.

SAFE representatives will communicate with the customer through a range of tools depending on the priority of the support request. This will include web/tele-conferencing, direct phone calls, email and updates to the support request on the service desk.

Incident Priorities

The following table describes example Business Priority levels and service impact when creating an Incident. Please refer to your service agreement for your organisations service levels.

Create an Incident when a function or feature that was previously configured and working is no longer functioning as expected.

Creating a request for Technical Support, Product Question or Other Questions

The following table describes the information you will be asked to provide when creating “Technical Support”, “Product Questions” or “Other Questions”:

Service Request Life-cycle

Service Requests will be assigned one of the following Status as they are processed:

• Waiting for Support - The product question has been logged on the SAFE service desk and is awaiting assignment to a SAFE representative.
• **In Progress **- The product question has been logged on the SAFE service desk and is assigned to a SAFE representative. The product question is being actively worked on and the assigned SAFE will work with the customer to answer the question.
• Pending Final Fix - The issue reported in the service request has been resolved and fixes have been identified to fully correct the issue, but are pending release.
• Waiting for Customer - The product question cannot be progressed and is waiting on a response from the customer.

• Scheduled For Future - The support request has been mutually agreed to be progressed at a future date.
• Resolved - The product question has been resolved and all actions completed.
• Cancelled - The product question has been cancelled by the customer.
• Closed - The product question has close automatically 10 days after resolution.

When a comment is added by a customer to a “Waiting for Customer”, “Resolved” or “Closed” support request, the status will change to “Waiting for Support” and SAFE representatives will be informed.

SAFE representatives will communicate with the customer through a range of tools depending on the priority of the support request. This will include web/tele-conferencing, direct phone calls, email and updates to the support request on the service desk.

Suggest Improvements

The following table describes the information you will need to Suggest an Improvement.

Improvement Life-cycle

Improvements will be assigned one of the following Status as they are processed:

• Waiting for Support - The Improvement has been logged on the SAFE service desk and is awaiting assignment.
• Under Investigation - The Improvement has been logged on the SAFE service desk and is assigned. The Improvement is being assessed by SAFE to understand the use case, specific requirements and whether this fits into the SAFE product road-map.
• On Road-map - The Improvement has been accepted by SAFE onto the product road-map and will be scheduled for development.
• Feature/Improvement Available - The Improvement has been implemented in a product release. SAFE will then contact the customer to discuss the feature and how it will be delivered.
• Waiting for Customer - The Improvement or New Feature cannot be progressed and is waiting on a response from the customer.

• Resolved - The Improvement has been resolved and all actions completed.
• Cancelled - The Improvement or New Feature has been cancelled by the customer.
• Closed - The Improvement or New Feature has close automatically 10 days after resolution

When a comment is added by a customer to a “Waiting for Customer”, “Resolved” or “Closed” support request, the status will change to “Waiting for Support” and SAFE representatives will be informed.

SAFE representatives will communicate with the customer through a range of tools depending on the priority of the support request. This will include web/tele-conferencing, direct phone calls, email and updates to the support request on the service desk.

Managing Existing Service Desk Issues

You can view your existing requests by selecting “Requests” in the top right corner of the portal. You can also manage your provide by clicking on the avatar icon.

The default view of your requests shows open issues:

You can change the requests displayed by using the drop down lists. The request list shows the status of the issue. The status of an issue will vary depending on the request type and these are documented in the related articles below.

Request Details

To view the details of a request, click on the list and you will be presented with the following screen:

In the detailed view, you can see a record of all interactions regarding the support request logged by the customer user and the SAFE representative. Customers can add additional comments to support requests or mark an issue as resolved or cancelled. You can also choose to turn notifications off or on for a specific request.

You can also view a summary of the Current Status in the right hand panel of each Issue.

In addition to comments made directly on the service desk, information exchanged via email using the service desk notifications will also be captured in the support request.

Request Resolution

When a service desk request is resolved, a summary of the work done and any corrective steps will be provided as a comment.

If you require further assistance, you can leave a comment or press “respond to support” in the top right of the request. Service Desk Requests which are resolved for over 10 days will automatically transition to a closed state.