Logging a Support Case with us
We ask that you give this a read if this is the first time you are about to log a case in the customer portal, or if you've not logged a case in a while, this page is a good refresher.
Info Support Desk Need
When an issue is reported to us through the portal, we will raise a 'case' on our Microsoft Dynamics 365 Customer Service platform. When logging the case we are asking you for the following information:
- Title: Provide in a few words the nature of the issue you're experiencing
- Subject: Which App or business area is your issue regarding
- Description: Please provide as much detail as possible on the issue you're having including replication steps to get the error/outcome and any screenshots that will assist our helpdesk in resolving your query as quickly as possible
- Case Details: Please explain the issue in more detail, and provide replication steps where possible
- Attach a file: If replication steps or the issue can be demonstrated through a screenshot (annotated ones are good) or a small screen recording then please upload them in to the case file
When a support case is raised we allocate a unique case number to track the progress from start to finish. This case number, with a format such as ‘CAS-05304-9LGW’, will be provided via email notification to the person that logged the case, and a hyperlink back to the case in the portal. From here on in, please interact with us on your case only in the portal or via phone call.
Upon receipt and review of your information, your ticket will be assigned to one of our support consultants who will begin to investigate your case. We do our best to try and solve all cases as quickly as we can but our categorisations will determine the priority of your case.
Working Together on a Case
We ask that all information, including attachments for a support case are inside of the portal.
Throughout the stage of a support case key information from both of us should be driven through the portal, you will be notified by email notification when there is an update to your case for your review, and likewise we will be notified when you have added more detail inside of your case notes via the portal.
However, we will still continue to look to have phone calls with you and remote sessions to help investigate the case and bring it to a resolution – this is still a critical part to the process.
Should you wish to follow up the status of your case you are welcome to call the support team (01902 578 300)
Status of your Case
Each case is tracked through various stages/statuses and we would like to give you some insight to what each of them mean:
- Logged: Your case has been logged in the portal and has landed inside of our Dynamics 365 Customer Service Hub, awaiting assignment to one of our Support Consultants
- Under Investigation: Your case is with a Support Consultant/Developer and they are working with the information provided to pinpoint the issue
- Referred to 3rd Party: If your issue relates to an add-on such as, Clever Dynamics, Jet Reports, Continia, Netronic we may need on occasion to liaise with the software author over your issue. This status means we are in consultation with them around your issue
- Referred to Customer Services: Your case has been escalated to your Customer Engagement Manager
- Awaiting Customer: This status could be used when we have requested more information from you to assist with the case and we are awaiting such detail, or it may be set to awaiting customer if we are waiting on the results of your testing
- On Hold: We have been requested by you, or we have chosen due to a no response to put the case in a hold state, after a period of 'on hold' TecMan work with you to either continue or close the case
- Closed: The issue logged has come to a conclusion and appropriate resolutions/next steps have been put in place
Our Targets
TecMan strive to resolve your cases as quickly as possible. We look to categorise each case with a priority as per below and then provide response, interim resolution and permanent resolution targets.
| Priority | Description | Response Target | Interim Resolution Target | Permanent Resolution Target | Call Escalation |
|---|---|---|---|---|---|
| Critical | Complete system failure. Company unable to operate | 1 hour | 1 working day | 1 month | Director Level |
| Urgent | Multiple users unable to process. Client service impact within 24 hours | 1 hour | 2 working days | 1 ½ months | Director Level |
| Important | Single user unable to complete required task | 2 hours | 2 working days | 2 months | Helpdesk Manager & Client's Primary Contact |
| Standard | Question regarding operating system | 4 hours | 5 working days | 3 months | Helpdesk Manager & Client's Primary Contact |