Page Comparison

Step 1: Assess urgency

Is the deal blocked from moving forward?

• Is the deal blocked from performing a key action within the platform?
  • Apply for Credit?
  • Proposal download?
  • Contract sending?
  • Contract signing?
• Are any of the key calculations incorrect?
  • Numbers appearing on contracts?
  • Numbers appearing on proposals?
• If you answered yes to any of the above questions, this is considered a P1 ticket
  • P1 tickets 

First, determine the priority of the ticket.

How do I prioritize a ticket, E1 tickets?

What do I do in case of an urgent support issue?

It can be challenging to know the full impact without knowing the root cause, however we will continuously try to gauge based on the information that we have.

• How many reports have we had to the support team?
• How many deals are impacted in the known sentry error?
• Is it impacting only this deal?
• Is it impacting only this user?
• Is it impacting only this organization?
• Is it impacting only users with a specific role?

Using these questions, could the issue POTENTIALLY impact > 50% deals?

Step 2: Help the user move forward with the deal

...

• Manual workaround for the specific action 
  • Example: 
    • Refresh page
    • Issue with system design, create new system or create system without setbacks
    • Archive the deal and re-create
• Data workaround
  • If you need the development team to execute a datafix, create a task in the Engine Bugs and Tasks project and add the ticket to the current hotfix
  •  Example:
    • Un-archive deal they accidentally archived
    • Run DocuSign status update to look for missed DocuSign callbacks
• If you have identified a workaround, the support ticket can be downgraded to a priority of P2

Step 3: What is the pervasiveness of the issue?

It can be challenging to know the full impact without knowing the root cause, however we will continuously try to gauge based on the information that we have.

• How many reports have we had to the support team?
• How many deals are impacted in the known sentry error?
• Is it impacting only this deal?
• Is it impacting only this user?
• Is it impacting only this organization?
• Is it impacting only users with a specific role?

Using these questions, could the issue POTENTIALLY impact > 50% deals?

• If yes, if issue is P2, leave as P2
• If no, if issue is P2, downgrade to P3

• • follow the guidelines here

Step 3:  Are there clear, repeatable steps to reproduce when creating a brand new deal?

• If Yes, create a bug ticket
  • Add steps to reproduce
  • Project: Engine bugs and data
  • Sprint and assignee are blank

Step 54: Determine next steps

• Update priority of ticket
• If the ticket is E1 or P1
  • Re-assign Support ticket to Mariya
  • Create an investigation ticket and assign to Mariya to act on right away
  • Head of Support
• If the ticket is P2 - P4
  
  • If there are not exact steps to reproduce
    Create an investigation ticket and assign , assign support ticket to Technical Support team
If the ticket is P3Communicate workaround to customer and close support ticket