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Energy Operation Technical Support

Energy Operation Technical Support. This presentation is meant to be a high level overview of the tech support process. Please email any questions about the process to scott.vanslyke1@schneider-electric.com Schneider Electric Internal Distribution Only. Exchange Expert Community.

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Energy Operation Technical Support

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  1. Energy Operation Technical Support This presentation is meant to be a high level overview of the tech support process. Please email any questions about the process to scott.vanslyke1@schneider-electric.com Schneider Electric Internal Distribution Only

  2. Exchange Expert Community • https://exchangecommunity.schneider-electric.com/community/power-management-community/ess/energy-operation

  3. Knowledge Base • The knowledge base (KB) is the primary document repository resource for technical support • The KB is the first place to search : • It is self-help • Get answers to common questions and resolutions to known issues faster • A dynamic source of the latest new and updatedproduct information • Access the KB: • The KB is accessible through InQuira (http://infomanager.schneider-electric.com/aps/index?page=home)

  4. Technical Support Process ESS R&D ESS Ops COUNTRY ORGANIZATION Expert Support Jira Email Global: eosupport@remoperations.zendesk.com

  5. How to report an issue with Energy Operation • Support is provided by Solutions Customer Support teams (SCS) • Email Global: eosupport@remoperations.zendesk.com All customer issues must be reported through this channel

  6. What if it is a defect? • If support confirms an issue is a defect, they will log a report in Jira and it will be triaged and escalated to ESS R&D. • Possible results of triage: • As designed, no repro, more investigation needed  • Must fix immediately and needs a hotfix • Must fix for next regular release  • Should fix but lower priority • Might fix but only if no higher priority items exist

  7. De-escalation of Defects • Release notes containing customer reported defects that have been fixe will be posted on the exchange community with release anouncements.

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