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2018 Systems & Software Support Program Guidelines <br />Nsts <br />seomf t 'ware <br />Performance -Related Issues: <br />In terms of performanice related Tissues, we wifl only research an issue once it has been proven by the <br />customer that the issue is not at all related to the customer's internal network. Assuming the performance <br />encountered is not a customer network issue, when submitting the issue, please include the following <br />information: <br />Is enQuesta slow for everyone or just one person? <br />a. If for everyone: <br />i. Is a Cognos report (or muftiple reports) running and/or what time was the last <br />Cognos report kicked -off? <br />b. If for one person: <br />L User's login information <br />iL What he/she was doing exactly prior to and when the performance issues occurred <br />(this includes if he/she was doing something on the internet or if he/she was <br />running any other applications) <br />iii, How many sessions does the user have open <br />Is the issue just impacting the Call Center or all locations (if utility has multiple locations)? <br />Existing Issues, <br />If the customer is looking for the status of an existing issue, the customer should not call a Client Support <br />team member directly. Customers must contact the Client Support Desk (contact information noted above). <br />Closing Issues: <br />Once an issue has been moved to Production, S&S will dose the issue. If problems surface within a 24- <br />hour period post -closing, the issue will be re -opened. If problems surface post this initial 24-houir period, a <br />new case will be opened to address it, <br />Contacting Client Support Personnel Directly: <br />S&S requires that customers log all new issues through the Customer Web Portal Client Support Desk, so <br />that S&S, will be able to efficiently serve the customer. The customer should not attempt to contact specific <br />S&S personnel to log new Tissues, as personnel may be out of the office due to customer engagements, <br />vacation or iillness. If the proper procedure is not followed by the customer, S&S cannot guarantee that <br />new issues will be handled efficiently. S&S also enforces this practice for auditing purposes (every issue <br />must be logged). <br />426 Industrial Avenue <br />CONFIDENTIAL Mliston, VT 05495 <br />Systems <br />& Software <br />p: 802-865-1170 <br />f: 802-865-1171 <br />Page 4 <br />