Quality Assurance

Star2Star Communications

Account Services

by

Paula Dodd Director, Process QA

Margaret Burch, Angel Rodriguez, Sandra

Hernandez, and Mae Isaacson – QA Team

QA Team

Quality Assurance (QA)

• Quality Assurance (QA) is a systematic process adding detail-oriented support to each order, ensuring a smooth movement through our workflow.

• QA increases customer confidence and Star2Star’s credibility by improving work processes and efficiency.

• SLA 15 – 20 minutes to process new orders by QA team once the order has been received by Order Commencement.

QA1 Check Post OC

• QC • Order Tracking• DealTrack• Master Ticket- Zendesk Ticketing System

QC –Reseller Information Tab

• Channel Reseller Name• Address• Contact Information• Account Representative

Customer Details

• Customer Type• Order Type• Site Type; Single Site, Multi-Location• Customer / Location Name• Customer Address• Shipping to Customer/Reseller

Basic Configuration Tab

• S2S Partner Services or Reseller• Installation• Configuration • Training• Porting

Comparison Tab

• System Type• StarSystem• StarSIP

• Confirm Partner Services Allocated Charges• Installation• Training• Configuration• Provisioning (Porting)

Quote Tab

• Equipment Compatibility

• Phones

• Switches

• ATAs

• Power Supplies (Volts)

• Software User Licenses

SIP Equipment Check

• No Phones • ATAs

• 232D FAX Only • SPA8000 Voice Only SIP to POTS

• PRI Adaptors• Adtran 908 • Adtran 908e

Order Tracking

• Order Type – New /Add On• Customer Type – New / Existing• Green Dates / Blue Dates• Monthly Service Deposits • SNA Results

• Pass• Fail

DealTrack

• Pre-Qualifications • SNA• Porting• Number• Circuits (StarBand)

Zendesk Ticketing System

• Master Ticket• Customer Name Location• QC link• Billing Link• Reseller Contact Information• Expedite

-Who’s paying the additional shipping• Notes- Please get order out as soon as possible

QA1 Complete

• QA team assigns the Master Ticket to the appropriate Account Service’s Team

• Once a ship ticket is created, the Account Specialist processes the order back to the QA team for QA 2

QA2 Post Shipping

• QC• Service Desk (SD) Shipping Ticket• Portal Check

• Framework• AddOn Manager• E911Configuration• E911 Service Provider• SIP• DealTrack

• Master Ticket

QC Changes

• Confirm QC changes/Updates recorded• Order Tracking Page

• Monthly Service Deposits Paid• Service Sent to Shipping Date Recorded

(SD) Shipping Ticket

• Customer Name and Location Name Match• CR and or SIP Documented in Ticket• Ship Ticket Status

• Open• Accepted• Hold• Shipped

(SD) Shipping Ticket cont.

• Customer Address• Reseller Contact Information

• Email• Phone Number

• QC Link

Portal Check

• Framework• Software

• StarFax Personal• StarScope2• StarChat• StarVideo

• Free Starlets downloads ✔

ADDON Manager

E911 Zone Configuration

E911 Service Provider

• Confirm DID is listed with our Service Provider

• DID Check• Address Check• CNAM (Caller ID)

DealTrack

• Circuit (StarBand) Status Check

• PreQual Completed• Circuit Pass• Circuit Ordered• Carrier Installing Circuit• Circuit Installed

Master Ticket

• Child Tickets• Communications Child Ticket• Porting/Number Child Ticket

• Project Porting Ticket• SNA Child Ticket • Circuit (StarBand)Ticket

• SLA 24-48 Hours• QA team processes the order back to AS to prepare the deal for Installation.

QA2 Complete

QA3 Post Install Check

• Updates & Changes• Documentation• Order Tracking

• Install Dates• Zendesk Install• SNA Completion Date

• DealTrack

• FOC• LOAs

• SLA 24-48 Hours• QA processes order back to AS

QA4 Check Post Porting

• Port Complete• Primary DID E911• Temporary DID • Final Review

• Service Desk• Zendesk

• Outstanding Tech Support Issues• SLA 24-48 Hours

• QA4 complete, QA team solves ticket.

ADDON Orders

• 48 hours process to ship• Addon orders after shipment QA2.

THANK YOU

Questions?