Customer service is a critical providing excellent customer support and we at SAP Signavio have always strived to achieve the highest possible customer satisfaction.
To achieve this goal, it is important to ensure that customer tickets are handled efficiently and effectively. This document establishes a transparent standard operating procedure (SOP) to streamline the ticket-handling process, improve customer satisfaction, and ensure that all customers receive consistent and timely support.
Step 1: Ticket Creation
The first step in the ticket-handling process at SAP Signavio is the Service Now ticket creation. No issue will be taken forward without a JIRA ticket from the customer or the stakeholder acting on behalf of customer.
Step 2: Ticket Priortization
Not all issues are the same, and some may require more urgent attention than others. Therefore, it is important to prioritize tickets based on their level of urgency. Urgent tickets, such as those related to critical system outages or security breaches, will be addressed immediately by us immediately. Other tickets shuld be prioritized based on factors such as the impact on the customer's business, the severity of the issue, or the length of time the ticket has been open.
Please use the below table for ticket priority classification.
Problem has very serious consequences for normal business processes or IT processes related to core business processes. Urgent work cannot be performed.
This is generally caused by the following circumstances:
A productive tenant is completely down.
The imminent system go-live can’t be completed.
The customer’s core business processes are seriously affected.
And for each circumstance a workaround is not available.
The problem requires immediate attention as it may result in significant financial losses
Normal business processes are seriously affected.
Necessary tasks cannot be performed.
This includes issues such as inability to access the system, inability to complete a go-live, and users' complete data being inaccessible.
It is crucial to resolve the incident promptly as a prolonged malfunction could significantly disrupt the entire productivity of the business flow.
Normal business processes are affected
The problem is caused by incorrect or inoperable functions in the SAP Signavio system.
There is minimal impact on regular business operations.
The issue stems from faulty or non-functional features in the SAP Signavio platform that are either infrequently used or unnecessary on a daily basis.
Step 3: Ticket Routing
Under normal circumstances, once a SNOW (Service Now) ticket is raised, the Signavio support works diligently to resolve the issue. This involves gathering additional information from the customer, consulting with other team members, or researching the issue in detail. Once done, the support team will either identify it as consulting issue and provide resolution or create a JIRA ticket on the concerned development team.
Under special circumstances, and from the approval of the VP Engineering / Principal Tech Lead, the ticket can be directly taken over by the SAP Signavio Development team.
To conclude, the outlined steps of ticket creation, prioritisation and routing form a comprehensive standard operating procedure at SAP Signavio that ensures efficient and effective management of customer tickets.