Customer Relations
Incoming Requests Handling & Support Procedures
Agenda
- General Definitions
- High Level Process Review
-
Incoming Request Handling
-
Support Topics:
- Support Business Configuration
- Support Assignments
-
Nespresso's Showcase
General Definitions
"W:\Workspace\70_Knowledge\10_Procedures\Dofinity_GeneralDefinitions.docx"
Project Execution Process
Incoming Requests Handling
"W:\Workspace\70_Knowledge\10_Procedures\CustomerRelations\CustomerRelations_IncomingRequests.docx"
Support
"W:\Workspace\70_Knowledge\10_Procedures\Support\SupportProcedures.docx"
SUpport Business Configuration
Availability Levels:
-
Low (Bronze) - when available
-
Regular (Silver) - 9x5 , up to 1 day
-
Priortized (Gold) - 9x5, up to 0.5 day response
-
Immediate (Platinum) - 24x7, up to 1 hour response
Hosting Assignments
Concentrated at the workplan
Nespresso's Showcase
review the ppt presented to Nespresso
Customer Relations
By dofinity
