Support Request for 3 rd Level Support

© 2010 MediaMind Technologies Inc. | All rights reserved

Lizi Efrati | 3rd Level Support Manager

January 9th, 2012

Support Request for 3rd Level Support


▸ When should we open a support request

▸ How to open a SR

▸ R&D SLA

▸ Tier2 guidelines

▸ Assigning R&D User to new SR

▸ SR states

▸ State:Pending Bug Fix

Agenda


When Should We Open a SR

▸ Bug in the MM platform

▸ Cases that were investigated by Tier1&2 but still no resolution found

▸ Need information: logs request(Shay Fox) \Explanation for specific Analytic metrics calculation.

▸ Don’t open SR for design changes.


How to open a new SR1. Open Team system web access: http://

eyeteam2008:3333/UI/Pages/WorkItems/QueryResult.aspx?pid=2242&qid=c7770fa3-f601-420b-b0eb-331a91a09b2d

2. Select project “Rich Media Platform” (on the left )3. New work Item->support request (on the right)

4. Select priority according to “R&D SLA”5. On the Description Tab write:

Description of problem, Steps to reproduce: 1,2,3. Please don’t omit any important details.6. You can add Links/ attachment on the attachment tab

7. On the details tab fill: Related CRM case Id

Account Name Happens in all accounts or a specific one.

Account Type: VIP/Standard Campaign Name

8. Assign to R&D user according to R&D SLA9. Save SR.

10. Update CRM case with the SR number.11. Escalate case to Tier3.

http://eyeteam2008:3333/UI/Pages/WorkItems/QueryResult.aspx?pid=2242&qid=c7770fa3-f601-420b-b0eb-331a91a09b2d





R&D Support request SLASeverity SLA for

initial response

SLA For Resolution

When should Be used

Who should Be notified

Expected Fix time

Comments

Premium Immediate attention

Continues work until issue is resolved.

When there is a major issue across the system (serving blanks, js errors…)Specific campaign for VIP account, with VP (GS/AM/R&D) approval (required only for R&D after hours cases).

Email R&D and Tier2&3 Managers. Update 3rd level support manager. Call R&D Manager, also after hours

A fix for such issue will be deployed as soon as it is available (will not be delayed to the next SP).

This severity should be used carefully and only for system wide problems or a problem that has a crucial affect on a VIP client . The meaning of this severity is that R&D will work on it from the moment it was opened until it is resolved. It postpone any other item R&D are working on (which might cause delays on the next version).R&D will work on such requests after hours as well.


Urgent Immediate attention

Top priority during R&D working hours.work until issue is resolved (within working hours).

A major issue affecting specific client like ad is not serving, campaign is being delayed or damaged, a specific functionality of the system is not working and preventing the client from completing his work

Email R&D and Tier2 directors Call R&D director

A fix for such issue will be deployed as soon as it is available (will not be delayed to the next SP).Exception to this is a case that there is a reasonable workaround.

This is the same as premium with the following difference

a. R&D are working on this during their working hours.

If R&D didn't solve the SR at the end of their day, they are required to update the SR with their progress, next steps and expected timeline, so we can update the client. Try to provide an update before EOD for client. Be sensitive .


High 2 Biz Days None When there is an issue in a specific area in the system which is not affecting any client in a critical way (delaying/damaging campaign)`

If there is a workaround - next SP/Patch.If no workaround - decide according to the effect on the client.

The SLA is for the initial response. A resolution for such SR can be that a bug was opened with the scheduled fix.

Normal 5 Biz Days None When there is a case that is not delaying/damaging the campaign

Next SP The SLA is for the initial response. A resolution for such SR can be that a bug was opened with the scheduled fix.

Low 10 Biz Days None A general question or a very specific issue that is not working well but doesn't effecting anyone.

Next SP The SLA is for the initial response. A resolution for such SR can be that a bug was opened with the scheduled fix.


Tier2 guidelines

▸ Urgent/Premium SR - who should be notified?Relevant R&D Manager should be Emailed\called and issue should be explained.

Email should be sent to R&D Managers, Tier2&3 managers, Tamir Atar.

▸ What Severity should be selected for SRs related to a VIP account?

SRs related to VIP account should have severity between High-Urgent, depending on the nature of the issue.

If this is after hours and immediate attention is needed, a premium SR should be opened and followed by a call to R&D director.


Assigning SRs

• Who should the SR be assigned to? Deployment (system availability, latencies, regional issues, requests for logs) - Shay Fox

Web application related - any SR related to the MM application, any setup that is not working - Amichai Kidron

Ad Serving - any serving related issues (any Client/Server side issues, BS decision call related issue, rotation, conflicts with a page, blanks for a specific spot..) - Shai Turgeman

Creative - Shai Turgeman.

Analytics – DB, Data related - Roi Assa

Analytics - Application related (can't generate a report, can't use a dropdown….) - Amichai Kidron

Reports by service - this is managed by the Data team in Custom Dev (part of the GS) - Yuval Nisimov - should be handled in CRM as a case to Custom Reports

CRB/Excel cubes are not updated - Roi Assa

BDB updates - These need to be avoided - Amichai Kidron

CC4S /CC4M - Shai Turgeman

Smart Trading - Amichai Kidron


Using the different SR states:

• Please follow the below guide lines for assigning SR states.

For any queries please contact [email protected]

Action Change state by New state Assigned to

New Support request

Tier2 support Open R&D users only

Received SR R&D acknowledge R&D users only

Resolution was found R&D Settled Tier2 support

users only

Bug was opened Tier2 support Pending Bug Fix Tier2 support users only

Closing SR Tier2 support Closed Tier2 support users only

Waiting for AM information Tier2 support Handled by Tier2 Tier2 support

users only

mailto:[email protected]


Pending Bug Fix

▸ A New state: “Pending Bug Fix” is now introduced and should be used for SRs that triggered opening of a bug.

▸ Alongside with the new status, a new weekly report “SRs pending bug fixes” was created, to list all SRs that we need to follow up on.

▸ Mandatory fields

In order to enforce communication of bug ID and expected fix date by R&D, the following fields are now mandatory for SRs that are being settled with “defect open” reason or set to “Pending Bug Fix”

Defect ID

Estimated upload date

© 2010 MediaMind Technologies Inc. | All rights reserved© 2010 MediaMind Technologies Inc. | All rights reserved

Thank you!Lizi

Documents

Support Request for 3 rd Level Support