How to best leverage support & minimize issues By Lenin Martinez Interneer Customer Support.
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Transcript of How to best leverage support & minimize issues By Lenin Martinez Interneer Customer Support.
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How to best leverage support & minimize issues
By Lenin MartinezInterneer Customer Support
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What we will cover…
• Support ticket submission• Urgent vs. Non-Urgent issues• Leveraging the helpdesk• Intellect tools• Performance tips
• Stable production environments
• Server platforms
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How to submit a support ticket1. Navigate to http://helpdesk.interneer.com/intellect2. Login with your credentials. (All customers and
partners should have access to the Helpdesk)
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1. Description of issue 2. Priority3. Initiated by4. Steps to reproduce – Provide login info, URL, Location in the
system, element info 5. Results – What issue are you experiencing6. Click the Submit Ticket button
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Support Ticket Submission (cont.)
• Email confirmation
• Emergency Issues• Call• Submit Ticket• Email
• Non-Urgent support issues will be prioritized and comments updated weekly
• Support will also assist with quick configuration questions
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Urgent versus Non-Urgent issues• Internally we will determine the severity of issues.
Urgent issues include:• Live site/production issues• Critical project roll-out delays
Non-Urgent issues include:• Issues on a testing, demo or design site• Non mission critical locations within a live
production environment
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How to leverage the helpdesk
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How to leverage the helpdesk (cont.)• Create a Customer site
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How to leverage the helpdesk (cont.)• Submit support tickets
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How to leverage the helpdesk (cont.)• Create a site URL
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How to leverage the helpdesk (cont.)• Track support tickets
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How to leverage the helpdesk (cont.)• Visit the Intellect Support Forum
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How to leverage the helpdesk (cont.)• Applications, Documentation, Troubleshooting
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How to leverage the helpdesk (cont.)• Applications, Documentation, Troubleshooting
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How to leverage the helpdesk (cont.)• Applications, Documentation, Troubleshooting
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How to leverage the helpdesk (cont.)• Intellect Software releases and release notes
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How to leverage the helpdesk (cont.)• Support portal feedback
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Macro Log
Tools within Intellect which can help with configuration or troubleshooting
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Access Control Log
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• IE web browsing (script checking, smart screen filter anti virus)
• Multiple inner tabs with many elements
• Amount of Elements on a single page
• Manual activities which have user groups as owners
Intellect Performance Tips
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• Performance logIntellect Performance Tips(cont.)
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Maintaining a stable production environment as you upgrade your configuration and platform.
• Configuration Change/Software Upgrade
1. Setup a sandbox environment which is 1 to 1 with the live site
2. Create and test the new configuration/Upgrade the site3. Perform test session and validate script4. Setup a maintenance window for the live site, lock the site
and backup the database.5. Apply the configuration to the live site/Upgrade the site6. Do some brief testing and unlock the site
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Supported Window Servers and SQL versionsWindow Servers• 2003• 2008• 2008R2• 2012*
SQL Servers• 2005• 2008• 2008R2• 2012*