NEP Service Desk Guide v1.6

© Mobinets 2014 All right reserved Page 1

Mobinets Service Desk

Quick Guide

Version 1.6

Mobinets Service Desk – Quick Guide


Table of Contents

I. Introduction ........................................................................................................................ 3

II. Contacting Support ........................................................................................................... 3

III. Support Flows Vs SLA ....................................................................................................... 4

IV. Accessing the Online Ticketing System ............................................................................ 5

a. Login and Welcome Page .................................................................................................. 5

b. Create a Ticket via Service Desk Portal .............................................................................. 8

c. Viewing and Updating Tickets via Service Desk Portal ..................................................... 10

d. Profile Management and Logout ..................................................................................... 10

V. Escalation points of contact ............................................................................................ 11



I. Introduction

This document describes the Mobinets Online Ticketing System and provides an introduction on how to use it.

Mobinets has restructured its support organization and introduced a new model that enhances not only the support process but also automated SLAs and reporting. Our world-‐class support and services team will ensure that any issues our customers have are addressed in a timely and professional manner. In addition to the previous support channels (by phone and by email) customers can now use the Mobinets Online Ticketing System. This is accessed through http://support.mobinets.com and is briefly described in the following sections.

II. Contacting Support

Unless otherwise stated in contractual SLAs, Mobinets provides a 24x7x365 Helpdesk service on its hotlines for urgent requests. We encourage you to use Mobinets Online Ticketing System as a first channel of support, followed by phone calls for urgent requests.

How to Contact Mobinets Support:

1. Contacting Helpdesk by Phone:

To contact the helpdesk, dial one of the following numbers and follow the prompts:

• Lebanon Helpdesk (Business hours): +961 6 432 443, +961 6 625 353 • Lebanon Hotline (24/7 hours): +961 70 635 485

• Morocco Helpdesk (Business hours): +212 5 2901 4155 • Morocco Hotline (24/7 hours): +212 6 2003 3940

2. Contacting Support by Email:

For service requests, use the following email address:

Email: [email protected]



3. For both email and phone channels, please communicate the following information in order to expedite the support process: • Product & software version • Information on the error messages received • An understanding of whether or not the problem is continuous or sporadic • An understanding of the conditions under which the problem occurred; for

example Export, Import, Save… • Steps taken to correct the problem • Impacted users

4. Raise a service request through the Online Ticketing System

Mobinets Online Ticketing System is accessed through http://support.mobinets.com. Mobinets provides its customers with a registered username and default password which are changeable after the first login. The following sections describe the process in more detail.

III. Support Flows Vs SLA

The chart below summarises the support process versus the contractual SLAs :

• Response time: Is the time measured between the reported incident acknowledge by Mobinets and the kick off of the investigation from Mobinets side. (assigned)

• Resolve time: Is the time measured between the reported incident acknowledge by Mobinets and the time where Mobinets provides a permanent or a workaround resolution.

• Final Fix time: Is the time measured between the reported incident acknowledged by Mobinets and the time where Mobinets provides a permanent fix

• Ticket closure: Will be triggered when the Customer confirms resolution.



• For more details on the SLA metrics, please refer to the contractual agreements.

IV. Accessing the Online Ticketing System

a. Login and Welcome Page

To login to the service desk portal perform the following steps:

1. Connect to the following link

http://support.mobinets.com



A login window will be displayed, as shown below.

2. Enter the credentials provided by Mobinets. The credentials can be requested by sending an email to [email protected]. After login is completed, a welcome page is displayed as shown below.

3. On the home page, 3 categories are displayed for each type of request to be sent to the support team.

• General: contains 2 sub-‐categories. -‐ Queries (Any inquiry not related to incident). -‐ Documentation (All incidents related to Documentation including additional

requests). • Incidents: contains 3 sub-‐categories.



-‐ Application Incident: Used to report any kind of Application issues related to Mobinets or covered Third party software.

-‐ Database incident: Used to report any issue related to System Database. -‐ HW incident: Used to report any issue related to System Hardware.

• Product: contains 1 sub-‐category which is “CR for Additional Feature”. Use this section to request additional features to the existing product.



b. Create a Ticket via Service Desk Portal

• To create a ticket, click on the required sub-‐category link, as listed above, and fill the displayed fields with the information required.

• Click the Create button (left bottom) to create the ticket or click Cancel to cancel

it. The Priority field is not required for the Documentation and CR requests.

• Once Created, the ticket is displayed with the status OPENED, and a reference ID is shown to the right (MOB-‐XXX)

• To add an attachment, click on “Add attachment” marked in red or enter a comment and add it by using the Add button, as shown below.



• The links “Add a comment” and “Add attachment” on the right are used for the same purpose.

• To go back to the home page at any time, click on the Mobinets LOGO (upper left side)

The added comment or attachment will appear under the Activity section, as shown below.



c. Viewing and Updating Tickets via Service Desk Portal

To view or update a ticket through the service desk portal, click on the “My requests” link on the top of the page to the right. The list of created tickets will be displayed, showing the latest status, as shown below.

To add a comment or attachment, click on the ticket link.

The current status of each ticket will be shown, as per the latest update done by the support team on their own portal.

Customers can search for a specific ticket by entering any word from the ticket summary. Tickets can be filtered by: All requests, Current requests or Completed requests.

d. Profile Management and Logout

To Logout or view the current user’s profile, click on the arrow next to the picture on the top of the page to the right, as shown below.

Click on Profile to reveal details, as shown below.



Avatar (LOGO), Display name, Password, the notification email address and the time zone can be customized by the user.

Once done, the user shall save the data by clicking on “Save” button

V. Escalation points of contact

Our primary concern is to solve our customers' problems as fast as possible and to ensure that any incident has minimal impact on operational tasks. If at any time our customers feel that the support and services provided have not met SLAs or established expectations, escalation can be started through the following Mobinets personnel.

Name

Position

Email

Phone Rabih Mansour Support Manager [email protected] +9613701336

+96171910219 Account Manager Account Manager TBD TBD

Regional VP VP Services TBD TBD

Documents

NEP Service Desk Guide v1.6