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Support, Backbone and Escalations

Support, Backbone and Escalations. Csaba Vir á gos - Operations Manager Avaya GSS Backbone T eam - Budapest. Introduction of the:. GSS Support Model B ackbone structure 4 shift model Escalations. GSS Customer Support Model. Customer. Technician. Partner. Partner’s Customer.

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Support, Backbone and Escalations

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  1. Support, Backbone and Escalations Csaba Virágos - Operations Manager Avaya GSS Backbone Team - Budapest

  2. Introduction of the: • GSS Support Model • Backbone structure • 4 shift model • Escalations

  3. GSS Customer Support Model Customer Technician Partner Partner’s Customer Command Center Phone E-Mail Web Ticketing Alarm • Monitoring, Intervention and Priority Management • 24 x 7 x 365 • All X-action types from all platforms (calls, alarms, NOC, parts, techs, etc) • By Customer • By Segment • By Channel • By Shift • By Severity • By SLA Customer Focus Team / Language Support Service Desk General Business Premium Services Managed Services Channels Escalation Customer Advocacy Program and Critical Escalations Defect Diagnostics and Escalations (DDE) Contact Center Unified Communication Backbone English SHIFT 1 SHIFT 2 SHIFT 3 SHIFT 4 Solution Support Engineering ( T4) RSEs APAC EMEA NAR 3

  4. Backbone team is: • Team of highly product specialized experts • with global responsibility in 4 shifts • We are a 7x 24 team • EMEA team with good grip on local business needs We offer global and around the clock coverage in a global 4 shift model

  5. BUDAPEST HUNGARY India NAR ARGENTINA

  6. When do you meet us • You reported a trouble related to contact center, converged voice solution or Avaya supplied data network • You have a trouble that can not be easily identified to a known issue ( change the configuration , previously reported product defect ,..) • Business Partner / Avaya Services Desk requires assistance of a higher technical entity

  7. Backbone team do: • Break fix / from day 2 and onwards , • Remote / on line diagnostic / trouble resolution, • In depth code level trouble investigation • Work together with other entities in the Avaya service delivery model to ensure quick resolution, • We either offer the solution or work with product development on the fix

  8. Backbone team do not: • Support designconfiguration • Provide maintenance support on-site (RSE is specialized for that) • Support customizations

  9. 4 Shift model • 7x24 support / leverage on the follow the sun concept offered by resources distributed across different / geographies / time zones • full staffing for 5x24( weekdays ) • Weekend coverage based on entitlement • Duty Operation Manager at the “sun“ center • Overlap between the shifts / shift to shift hand off

  10. Hand off process • Shift manager to shift manager real time call at shift turn over time : • ongoing hot issue • active cases to be worked • committed T3 / BB support • possible shift related issues / like snow storm , flood, outage in electricity ..

  11. Escalation (Duty Manager process) • Avaya places the highest priority on Customer Satisfaction. • Avaya Global Services’ Escalation Process provides our Customers with a streamlined process to engage the assistance and attention of Avaya management. • The Duty Manager is the mechanism to formally escalate a case to the Avaya Global Services Delivery Management Team. The process is designed to engage the appropriate Manager when standard maintenance support process does not render expected results and satisfaction.

  12. Escalation (cont’d) • Who can Escalate an issue? An escalation may occur at the request of any interested party, most importantly, an Avaya customer with a maintenance agreement.  • When to Escalate to a Duty Manager? An escalation request should be initiated in reference to a specific case of trouble. It should be used when the normal support process is unable to provide the urgency needed to address a critical situation. • How to escalate a case? Simple call to the local country support center or your customer specific number if given and request an escalation to a Manager.

  13. Escalation • What will happen once you’ve got a manager involved? • An Avaya manager is responsible for reviewing the case and contacting the Customer within 30 minutes from the time of the original request • An action plan including ownership for each action item will be agreed upon. The action plan will be documented in the technical case will appear in the case notes viewable from Avaya’s customer support internet web site

  14. Why do not we do it easier? • Register your system at Avaya in time – Why should we waste time on searching for the system details while your call center is down? • We are specialized for remote support – Do you think remote access may help us? • Modem based access or Avaya provided VPN solution (SSG, SAL) • Get the customer reported trouble clarified.

  15. Thank you! Csaba Virágos viragos@avaya.com +36 (1) 238 8342

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