1. Once we receive a support ticket, make sure you have the below details. Else ask the required information in the first comment/ conversation with customer.
Tenant Name & Id – Cluster Id – Region Id – Support Access taken – Yes/ No Support/ Success able to reproduce the issue – Yes/ No Issue Description – Modules/ Sub Modules Impacted (LQ functionality) – Screenshots with error available, if any – Yes/ No Is the issue consistent or intermittent ? Seen at particular time like start or end of day etc ? |
2. Connect with Mubeen/ Shift Lead with above details.
3. Mubeen/ Shift Lead from support will approach Dev Ops via Skype Channel – Test +Tech & Team Support
4. Mubeen/ Shift Lead takes ownership of updating all support cases and understanding the issue
5. Create a tag and mark all support cases for ex – date_issuetype_clustername (20181707_500error_cluster1) – if its a common issue with 1 cluster/ service.
6. After the issue is fixed below details should go into all support cases via summary – Mubeen/ Shift Leads responsibility (MAINLY FOR ALL OUTAGES)
Issue Start Time – Time when the first support ticket dropped in or time when Dev acknowledged the issue at our end. |
Note – If its a critical issue or impacting multiple clients along with Skype group drop an email with details to “devops_notify@leadsquared.com” (for ex: customers unable to create leads, login to LQ platform e.t.c) |
