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Overview
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Email templates
Support best practices
Priority definition
PhixFlow support information
The PhixFlow Support team is available to help with any questions, errors, or issues that ticket offices may encounter with the PhixFlow platform or Application. When you contact PhixFlow Support, we create a 'case' in our system. All communications and updates regarding your issue or question will be posted within the case. The person who submits the case will receive email notifications as updates are posted.
Contact options
There are two different ways that PhixFlow Support is made available to your organization. Email support@phixflow.com or use the PhixFlow Zendesk portal to raise a request. You can use these methods to reach us during our regular working hours, which vary based on region and service agreements.
Please contact PhixFlow to confirm the support hours that our team will be available to your organization.
Best practices for communicating issues, questions, or feature requests
Your organization is always encouraged to contact the PhixFlow Support team to report an issue, ask a question, or submit a feature request for the PhixFlow platform. When submitting these types of requests via email or portal to our team, we recommend keeping the following in mind to ensure your request is well-understood and processed with the appropriate urgency:
- Provide as much information as you can when initially submitting the case.
The more details and context our team has on the issue or request, the more quickly we can resolve or address it. For instance, if you are seeing an error in the System Console and its output data that you do not expect or understand, please provide the exact error code with detail of the error. Mention which action you were performing before and specify each runtime parameter of the action, and indicate at least one example of the issue you believe is unexpected or needs explanation
- If your issue or question has been discussed in an email, such as between members of your organization & Phixflow account manager, you are welcome to forward the full email chain to support@phixflow.com
To provide the additional context for your request. If you do this, please do not simply forward the email chain without adding your own context or summary of the request. Long email chains can be hard to follow and can take some time to sort through. It saves time and effort -- and cuts down on confusion -- when the person submitting the case can summarize the request or clarify any aspects of what was discussed in the email thread.
- Provide the context and 'goal' for your request.
It's not always immediately obvious what your organization's overall goal or expectation for a question or request might be. If you're asking a question about a PhixFlow product feature, it's helpful to note whether the question is coming out of curiosity, or is backed by an actual business need. The PhixFlow team is best at identifying solutions for your organization when your overarching goal is understood.
- If you're encountering an error or undesirable behavior, provide us with the exact steps you're following.
Our team can resolve any issue that they can replicate themselves. The quicker we can see the error or behavior ourselves directly, the quicker we can investigate and resolve it.
- If an error or issue started suddenly, tell us when it started.
If you can provide a reasonably good guess at when an issue or behaviour first was noticed by any users in your organization, we'll know where to start looking in logs to find the root of the issue. Capturing the correct time and dates can help us identify issues quickly.
- Visuals are helpful.
Screenshots or screen recordings of the behaviour or error you're experiencing help a lot in contextualizing the issue. If you take a screenshot or screen recording to share with our team, please share the entirety of your browser screen; screenshots that only show one section of the screen sometimes lack the context or clues we rely on to move our investigation forward. Please note that do not share sensitive information which is not required.
- If you get an actual error message, tell (or show) us the exact error message you receive.
Not every error explains the issue or root cause in clear terms, but a lot of errors have specific meanings and point to specific causes when we analyse them. Avoid paraphrasing the error you received; tell us the exact error message, or, ideally, show us a screenshot of the error.
Support handling Process
| Process | Explanation |
|---|---|
Collect and record Incident Details | Priority and details of the incident are collected and recorded in the service desk system. A unique number referring to the incident is issued. |
| Assign Resource | Based on the issue, the ticket is assigned to the respective technicians |
Engineer Acknowledgement | The engineer updates the activity tab of the ticket to his name and any other initial comments to confirm that the issue is being handled. |
Review Progress | The service desk team reviews the progress of the incidents. These reviews include monitoring the process against the SLA and internal escalation to the Managers of the respective teams for immediate attention as required. |
Incident Closure | Once a satisfactory resolution of the incident has been reached, approval to close the incident is sought from the user. |
Priority Matrix
| Priority | Time to Log | Acknowledgment | Response | Target Resolution Time |
|---|---|---|---|---|
P1 | 15 mins | 30 mins | Update on ticket every 1 hour. Fix plan, permanent solution or workaround within an 8 hours | 8 hours |
| P2 | 15 mins | 30 mins | 8 hours | 2 days |
| P3 | 15 mins | 30 mins | 5 days | 20 days |
| P4 | 15 mins | 30 mins | 25 days | Targetted for next or later release |
Priority Definition
| Impact | Priority | Description |
|---|---|---|
| Critical | P1 | Critical – A full-service outage impacting all users with no workaround |
| High | P2 | High – An incident that partially impacts the service or an issue that partially impacts the core function of a live system. |
Medium | P3 | Medium – An incident that partially impacts the user’s ability to do work or non-critical areas of functionality is not resulting in significant inconvenience to users. |
| Low | P4 | Low – An incident that has no impact on the critical area of functionality and has minor inconvenience to the users. |
For any other support related quires please contact us at support@phixflow.com