Securly Support Tips
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December 9, 2014 Page 2 Collaborative Support Model Support Agents Support Requests Support Requests Escalated Issues Escalated Issues Support/QA/Dev Support/QA/Dev Internal Wiki Solution Solution Dev & QA User Forum
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Securly Support Tips
Transcript of Securly Support Tips
December 9, 2014
Page 2
Collaborative Support Model
Support Agents
Support RequestsSupport Requests
Escalated IssuesEscalated Issues
Support/QA/DevSupport/QA/Dev
Internal Wiki
SolutionSolution
Dev & QA
User Forum
December 9, 2014
Page 3
Collaborative Support ModelP
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Feature Q/AUser Error Login
IssuesNon-Admin
RequestsSales Questions Known Issues UI Issues Training
DashboardQ/A
Feature Request Audit Log Issues
Account Changes User Forum Moderation
Custom Configurations
Content Category Requests
Policy Exception
Issues
Unknown Admin Login Erros Site Outage
Feature not working
Policy Leaking
Unknown Errors Unexpected Data
Performance Issues
SSL ErrorsSingle Domain Not Accessible
Cluster Outage
Student Evasion
@Home ErrorsSystem Account Changes
Setup Assistance
Dashboard & Audit Training
3rd Party Requests
Securly for Parents
Freemium
December 9, 2014
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Collaborative Support Model
Support RequestsSupport Requests
50% Resolved < 2 hours
Pending customer
Pending Engeinnering
Pending Verification
