customer support handbook · 2020-04-21 · customer support handbook 4 1.1. customer experience...

Customer Support

Handbook

April 2020

Customer Support Handbook

1

Contents

1 Welcome to Castleton! ........................................................................................................................... 3

1.1. Customer Experience .............................................................................................................................. 4

1.2. How to contact us .................................................................................................................................... 5

1.3. Who to contact ......................................................................................................................................... 6

1.4. Escalation matrix ....................................................................................................................................... 8

2 Support Services ....................................................................................................................................... 9

Accessing Service Desk ......................................................................................................................... 10

Prioritisation .............................................................................................................................................. 11

2.2.1 Priority codes explained ....................................................................................................................... 12

2.2.2 Status codes explained ......................................................................................................................... 13

2.2.3 Priority 1 Incidents .................................................................................................................................. 14

2.2.4 Post Incident Reports ............................................................................................................................ 15

2.2.5 Changing the Incident Priority ............................................................................................................ 15

Service Level Agreements .................................................................................................................... 16

Remote Access ........................................................................................................................................ 16

Fixes for Software Services ................................................................................................................... 17

Server Patching ....................................................................................................................................... 17

3rd Party / External Applications for Software ................................................................................ 18

Virtual Environments for Software ..................................................................................................... 18

Problem Management .......................................................................................................................... 19

Change Management ........................................................................................................................... 20

2.10.1 Urgency Matrix ........................................................................................................................................ 21

Major Incident Management .............................................................................................................. 22

Scheduled Maintenance ....................................................................................................................... 23

Implementation ....................................................................................................................................... 23

Service Transition ................................................................................................................................... 25

Continuous Service Improvement ..................................................................................................... 26

Customer Feedback ............................................................................................................................... 27

2.16.1 Customer Satisfaction Surveys ............................................................................................................ 27


2

2.16.2 Complaints ............................................................................................................................................... 27

Keeping up with Castleton ................................................................................................................... 28

Change Request Form .......................................................................................................................... 29


3

1 Welcome to Castleton!

Thank you for choosing Castleton as your technology

partner. We are committed to providing you with the best

experience possible.

This handbook is designed to help you and your teams have

all the necessary information, to know who to contact and

how to contact us, when you need to.

As well as giving you the practical details you need to log

support calls, this handbook explains what you can expect

from us and what we expect from you, throughout the partnership.

Dean Dickinson, Chief Executive Officer


4

1.1. Customer Experience

Our staff are here to support you and provide great services. We take pride in the

performance of our staff and regularly monitor their performance to check the quality of

their work and the way they interact with you, the customer.

Our values Our culture ensures we strive to gets things right first time

to the highest standard.

We are open, inclusive and empathetic towards colleagues

and customers

We do what we say, when we say we will do it.

We want you to have a positive experience, each time you contact us. If you have a negative

experience, please tell us so we can review, learn and continuously aim to improve. You can

share all feedback on our services by using the Escalation Matrix.

We will:

✓ Contact you when we say we will

✓ Ensure every open support ticket has an update

✓ Close down support tickets with your agreement

✓ We treat all our customers fairly and with respect. If you need any additional help,

please let us know and we will make sure we communicate with you in a way that

meets your needs.


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1.2. How to contact us

“Self-service is the preferred route when logging support calls, as we all have

visibility of the incident history and can easily collaborate internally and with you

on a resolution”

Mark Ellis, Head of Support Operations

• Support Hours: 09:00 -17:30 & 08:30 -17:30

Monday to Friday (excluding UK Bank Holidays)

• Extended Support Hours: 07:00 – 21:00

(Only applicable if this is included in your contract)

• Out of Hours: 24/7

(Only applicable if this included in your contract. A dedicated out of hours contact

number is provided to customers).

CASTLETON

MAINTAIN

(IMPACT

RESPONSE)

0121 794

3493

AGILE,

EDRM,

CRM, P2P,

DEEPLAKE &

ENSEMBLE

0845 241

0220

HOUSINGBRIXX

01491 845

450

HOME TEAM &

FINANCIALS

0844 800

2270

MANAGED

SERVICES

0845 643

0642

[email protected]

[email protected]

[email protected]

[email protected]

https://castleton-portal.nethelpdesk.com

mailto:[email protected]




https://castleton-portal.nethelpdesk.com/wb2.nhd?F=personalPage&U=1214767817&l=-2&d=1&


6

1.3. Who to contact

Role Responsibility

Account

Manager

• Contract queries, relationship, new services and to explore what’s possible

• Every customer has a dedicated Account Manager

Helpdesk

• BAU / day to day service queries and Incidents

• On hand to understand, evaluate and resolve any issues which the

customer is experiencing

• Working on support calls logged on the helpdesk system and escalating

issues to the correct person

• Following the SLA agreement to ensure timely responses, excellent

communication and fast resolutions

• Providing remote support and diagnostics giving efficient issue

identification and resolution

Project

Manager

• Main point of contact between the customer and the technical consultants

• Agree scope, deliverables and timescales with the customer

• Responsible for coordinating the consultancy resources to deliver the

project on time

• Responsible for communicating project progress and highlighting changes

to scope

• Overseeing successful project implementation throughout the project life

cycle

• Responsible for service transition to support desk


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Service

Delivery

Manager*

• Ensure high levels of performance for processes including Incident,

Problem and Change, accurate reporting and establishing service

improvement activities when required

• Monitor, control and support service delivery; ensuring systems,

methodologies and procedures are in place and followed

• Champion Service and Support in projects and developing a strong

understanding of projects impacting your service area and ensuring

service impact is minimised and agreed

• Drive internal and third-party service review meetings covering

performance, service improvements, quality and processes

*If as part of your contract you have chosen to take a dedicated Service Delivery

Manager


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1.4. Escalation matrix

1st Level

Escalation

Team

2nd Level Escalation

Team Manager

3rd Level Escalation

Head of Service

4th Level Escalation

Senior Management

Team

5th Level Escalation

CEO

Service /

Product

Response within 1 working day Response within 2

working days

Response within 3

working days

Response within 4

working days

Maintain Craig Keightley – 07820 249071 [email protected]

Mark Ellis –

07741 146788 [email protected]

Ben Cullen –


Dean Dickinson

[email protected]

Software Mustafe Hassan – 07904 006561 [email protected]

Managed

Services

Holly Turnbull – 07943 737680 [email protected]

Software

Projects

Project

Manager /

Consultant

Roz Daniels –


James Massey – 07494 052004 [email protected]

Managed

Services

Projects

Project

Manager /

Consultant

Roger Pusey –


Relationship Account

Manager

Mark Wood – 07803 623583

[email protected]












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2 Support Services

Castleton Support Services are committed to partnering with its customers to ensure the

successful deployment and use of Castleton software and services.

Break/fix support

Regular patch updates inc program

fixes and legislation changes

Regular software releases

incorporating new functionality and

enhancements

Access to a team of Castleton Support

Analysts for application and technical

issues

Access to software documentation,

FAQs and our knowledge base

Complete confidentiality


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Accessing Service Desk

The Service Desk can be contacted by phone or email, however our preferred method is

the self-service portal. The Service Desk will support you with the following:

✓ Incidents

✓ Change Requests

✓ Portal Logins

✓ Service Requests

✓ Ticket Progress

The portal gives you the ability to track and manage your support tickets. Castleton have

recently introduced a new Information Technology Service Management (ITSM) portal. All

tickets logged prior to go live on 22nd April 2020 will be accessible on a separate URL.

During your onboarding phase, you will be provided the URL(s) appropriate to you.

When you contact the Service Desk, you will be provided with a reference number for the

incident or request you have raised.


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Prioritisation

Managed Service Incidents

Software incidents

Priority

Target Response Time Target Resolution Time

IMPACT RESPONSE

P1 within 2 Hours within 2 Hours

P2 within 24 Hours within 24 Hours

P3 within 5 Business Days 5 Business Days

P4 within 30 Business Days 30 Business Days

P5 No SLA No SLA

Priority SLA Target Target Time Achievement

Level

P1 Response 15 mins 85%

Resolution 4 hours

P2 Response 30 mins 85%

Resolution 6 hours

P3 Response 2 hours 85%

Resolution 8 hours

P4 Response 4 hours 85%

Resolution 16 hours

P5 Response 1 day 85%

Resolution 5 days


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AGILE, EDRM, CRM, P2P, DEEPLAKE & ENSEMBLE

P1 within 2 Hours 3 Business Days



P4 within 5 Business Days Considered for next Upgrade


HOME TEAM & FINANCIALS

P1 Within half an Hour 1 Business Day





NB. Your SLA’s can vary depending on product set and date of contract. Please refer to your

Account Manager and/or Support Agreement if in doubt.

2.2.1 Priority codes explained

Priority 1:

An interruption to service making critical systems, services or servers inaccessible

A large number of staff are affected and/or not able to do their job(s).

EXAMPLE: A local issue where a critical system has frozen for everyone, multiple

users and sites affected. A regional network outage like a BT issue where major

damage is experienced affecting a region or regions.

Priority 2:

.

An impact to service where critical systems, services or servers experience

degraded performance

Multiple users are affected

A VIP user is seriously impacted


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EXAMPLE: A departmental issue or an issue affecting a group of users such as

remote users not being able to connect, or records cannot be saved in a critical

application. A time sensitive issue impacting a VIP user preventing them working

or unable to access key information.

Priority 3: A single user is seriously impacted.

A non-critical function or procedure, unusable or hard to use having an

operational impact, but with no direct impact on services availability.

EXAMPLE: A user cannot login to their machine or are prevented from working

Priority 4: An issue not impacting a user to work and where a workaround is available.

A minor service issue causing a delay to non-critical systems or services.

EXAMPLE: A file share is not available, but files can be saved in or accessed from

an alternative location; a printer is not available, but an alternative is available.

Priority 5: An application or personal procedure unusable.

Issues that are not time critical.

A new request that is not a failure or error.

EXAMPLES: A service request for a new user setup; new permissions required, for

example, access to a particular shared folder area; user cannot access non-critical

applications or webpages; providing help to add an email notification; help setup

up mail rules.

2.2.2 Status codes explained

Status Meaning Owner of next

action

SLA Clock

On/Off

New

Ticket has been logged and is

to be assigned

Support Engineer

or Application

Support Analyst

On

Open

Assigned to an engineer - Work

in Progress – Used when an

Incident is being investigated

Support Engineer

or Application

Support Analyst

On


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Awaiting Customer

Response

Waiting for Customer to

respond. Email reminders will

be sent (See Note below)

Customer Off

Referred to Account

Manager

Ticket with Account Manager

awaiting feedback

Support Engineer

or Application

Support Analyst

On

Client Test Ticket is with Customer to test Customer Off

Awaiting release to UAT

A ticket has been developed

and is awaiting despatch to

customer test system

Customer Off

Awaiting release to

production

A ticket has been developed

and is awaiting despatch to

customer

Customer On

On Hold

Ticket is on hold in agreement

with customer

Support Engineer

or Application

Support Analyst

Off

Resolved A resolution or Fix has been

provided to the Customer Customer Off

Consultation

An Incident has been raised that

requires the confirmation from

Account Manager and \ or the

Customer. Smaller tasks may

be completed by the Support

Team

None Off

Closed

Resolution has been provided

and either acknowledged as

working by Customer or no

response received

None Off

Please note that some status are product specific and may not be relevant to your ticket

2.2.3 Priority 1 Incidents

• Priority 1 Incidents must be logged via the telephone to ensure the SLA is met.

• The duty incident manager will ensure customer updates are provided at regular

intervals.


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2.2.4 Post Incident Reports

• Post Incident Reports are provided for all IT Service Desk P1 incidents upon request.

These will be provided within five (5) working days of the request.

• A request for a PIR must be made through the ticket within five (5) calendar days of

ticket resolution.

2.2.5 Changing the Incident Priority

• Castleton may alter the Priority of an Incident to a lower or higher level.

• If this is deemed appropriate, it will usually be on the day the Incident is first received.

In these instances, we will inform the Customer of this action and the reasons why, when

recording the details of the change on the Incident.

• If the Customer disagrees with the reasons given, a resolution may be sought through

the Team Leader, or the Priority will be left unchanged.

• If the business impact of an Incident has escalated, the Incident may be raised to a

higher Priority Level. In order to raise the Priority level, you will need to speak to the

Team Leader, who will review the situation and take the appropriate action. Priorities

should not be increased because the support response is deemed too slow – there are

escalation levels designed to address this.


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Service Level Agreements

• For all Priorities, you should expect to receive an auto-confirmation via email that an Incident

has been logged within one hour.

• Target Response Time is the time in which we aim for a Support Engineer or Application

Support Analyst to contact you, in order to progress the resolution of the Incident. This may

be in the form of an email or phone call.

• Target Resolution Time is the time in which we aim to resolve the Incident or provide a

suitable work-around. In the case of a Software fault it is the time in which we aim to make

a Fix available or provide an acceptable work-around. It does not include the time the

Customer (or hosting provider) may require to install the Fix or for the Customer to test the

Fix.

• Both Target Response and Resolution Times refer to Castleton business hours. The SLA

clock stops at the end of the working day and resumes at the start of the next working day.

The SLA clock does not run during weekends or bank holidays.

• To meet the Target Resolution Times, it is essential our Support Engineer has remote access

to your system. Where authorisation is required to access your system, the SLA clock will be

stopped until access is granted.

Remote Access

• It is assumed and is a pre-requisite for the provision of standard support services, that

Customers provide remote access to their system via an appropriate method approved by

Castleton.

• Failure to allow access and/or provide a copy of company data may result in considerable

delays in resolving Incidents. In these instances, the target resolution time cannot be

guaranteed, and Customers may be required to pay for onsite consultancy to investigate

the fault.


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Fixes for Software Services

• Fixes will be supplied when deemed necessary by Castleton. Depending on your

product and the nature of the problem, fixes that require code changes may be made

available on request.

• For recent Releases of some Software products, some commonly used programs will

be available at their latest Fix level for download from the helpdesk, along with

instructions for installing them. The fixes on this site are refreshed on a regular basis.

• Unless the Customer has a current agreement in place for the provision of a

configuration management service with Castleton, the responsibility for applying Fixes

shall fall to the Customer. If the Customer requires assistance with the application of

Fixes, they may request application consultancy from Castleton, which if provided, will

be on a time and materials basis.

• The Patches are tested, and quality assured within the Castleton development team

and are always accompanied by a Release document, which details all Fixes included

within the Patch.

• Patches are released on our helpdesk or our FTP site to all Customers using the relevant

Release of the Software, except for those Customers who have bespoke modifications.

They will be informed about the Patch availability and asked to contact Castleton to

make specific arrangements.

• As with any change to Software, Fixes, Patches and new Releases should be applied to

a test environment first and thoroughly tested to ensure they work on the Customer’s

own system. This is especially important where the Customer has bespoke functionality

incorporated into their system.

• It is assumed that Customers will apply to their live environment the latest Fixes or

Patches within 90 days of the Fixes or Patches being made available. Castleton reserves

the right to decline the provision of support services if the latest Fixes or Patches have

not been applied within this time frame.

Server Patching

• If it is in your contract that Castleton manages your patching, we will aim to get this

booked in with yourselves as frequently as contracted to. This is currently out of hours


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work normally on a Monday to Thursday between 6pm-9pm depending on your

business up time requirements.

3rd Party / External Applications for Software

• Although Castleton provides interfaces and/or integration with various 3rd party

products (e.g. web browsers, word processors, spreadsheets, email clients, email

servers, reporting, dashboard and viewing products etc), the Customer is responsible

for the setup, support, use and maintenance of these products.

• Where the 3rd party product is certified by Castleton to be compatible with Castleton

Software, then guidance will be provided on the interface aspect only.

• Customers with a managed service/hosted contract with Castleton, may have support

for certain 3rd party applications. Please check your contract for details.

Virtual Environments for Software

• Many Castleton products are certified to run in a virtual environment such as VMWare.

However, customers need to be aware that some of our technology partners such as

Oracle have their own policies regarding virtual environments where support will only

be provided for issues that either are known to occur on the native OS or can be

demonstrated not to be as a result of running on a virtual environment (See Oracle

Support Announcement ID 249212.1).

• Castleton adopts the same position as their technology partners with regards to

support in virtual environments.

NB. Please check with your Account Manager before running Castleton applications in a virtual

environment.


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Problem Management


20

Change Management


21

2.10.1 Urgency Matrix

Managed Services

IMPACT

URGENCY

Emergency High Medium Low

High CTO \

technical

consultant

Product

Owner

Product

Owner

Support

Manager \

technical

consultant

Medium Product

Owner /

technical

consultant

Product

Owner /

technical

consultant

Product

Owner /

technical

consultant

Support

Manager \

technical

consultant

Low Product

Owner /

technical

consultant

Product

Owner /

technical

consultant

Support

Manager\

technical

consultant

Pre-

approved

Software Support

IMPACT

URGENCY

Emergency High Medium Low

High COO \

technical

consultant

Programme

Manager /

technical

consultant

Programme

Manager /

technical

consultant

Support

Manager

\

technical

consultant

Medium Programme

Manager /

technical

consultant

Programme

Manager /

technical

consultant

Programme

Manager /

technical

consultant

Support

Manager

Low

Programme

Manager /

technical

consultant

Support

Manager \

technical

consultant

Support

Manager \

technical

consultant

Pre-

approved


22

Major Incident Management


23

Scheduled Maintenance

Castleton communicate all planned maintenance notifications to customers, giving at least five

working days’ notice. Changes that are as a result of internal requirements, are reviewed through

the Change Advisory Board (CAB).

The CAB membership includes:

• COO

• CTO

• Head of Support

• Product Owners

• Solutions Architect

If emergency maintenance is required, Castleton will endeavour to provide as much notice as

possible.

Planned Maintenance notifications are communicated via email to nominated contacts and

announced in the customer portal. Notifications include date and time, reason, service and impact.

Should there be an issue during the maintenance window, Castleton will invoke the Major Incident

Management process.

Implementation

Our approach to project management is based upon the principles of Prince2™ but delivered using

an Agile methodology. Adopting the hybrid approach to our delivery, allows us to anticipate the

need to be flexible and to apply a level of pragmatism into the delivery of the finished product.

It takes all the key parts of the Prince2 methodology including scoping, risk, and reporting, but

enables the delivery and timescales to be treated in the ‘Agile’ way ensuring effective targeted

deliveries utilising concurrency of working and sprints to achieve key goals. This blend also allows

for continuous monitoring and improvement of deliverables for the customer.

When collaborating on projects with customers, we dedicate a project manager, that will focus on

delivering an implementation that minimises the risk of disruption to the business. The Project

Manager will provide regular reports to the project board and maintain both the issues log and risk

register.


24

Your project management services will include:

• Ensuring definition of project scope goals and deliverables

• Defining project tasks and resource requirements

• Assembling Project Teams and the coordination of project staff

• Managing the project budget, project resource allocation and project risk

• Planning and scheduling project timelines

• Tracking of project deliverables and ensuring quality assurance

• Monitoring and reporting on progress of the project to all stakeholders

• Implementation and managing of project changes

• Project closure - ensure smooth off boarding process to business as usual such

evaluations assessment of results, and lessons learnt logs.

“We have a strong project governance programme, that has been

strengthened through our experiences of delivering projects to our diverse

customer needs”.

Roz Daniels – Software Delivery Manager


25

Service Transition

The key to successful service transition from project phase to BAU is the collaboration between our

internal teams. We work closely to ensure the best experience possible for our customers.

Our project managers take ownership of the handover to service desk and follow a comprehensive

transition checklist, to ensure every detail is covered.

“As an organisation, our ambition is to develop solutions that are the

best they can be and deliver real business transformation to our Social

Housing customers, so post-implementation we set up regular review

sessions to look at the BI and establish that we are on track to meet

expectations.

James Massey – COO

Handover meeting

scheduled and handover pack completed by

the Project Manager

Handover pack reviewed

by Project Delivery and Service Desk

Managers

Handover ccmpleted and accepted into

Early Life Support

Service starts and customer is onboarded


26

Continuous Service Improvement

At Castleton, we are always striving to improve and deliver the

best services we can to our customers. We don’t stand still, we

listen, adapt and act. Our model is to identify the problem, review

in collaboration with you and agree the necessary actions.

We have embedded the ITIL best practices model for our service

desk teams and have continuous a feedback loop internally, so

we listen to what our staff have to say. We welcome the

engagement of external consultants to act as trusted advisors

and help us improve, so we are putting the customer first and are

offering the best technology.

Our monthly and quarterly service reporting meetings with customers allow us to review and

reflect on service delivery trends and provide analysis and recommendations of service

improvements that will increase the levels of service experienced by the customer.

Our senior management team are actively involved in the analysis of the service delivery feedback

and are committed to making sure all areas of the business, are putting the customer experience

at the heart of what we do.

Castleton communicates with customers though different methods such as webinar’s, breakfast

briefings and regular onsite reviews, to understand technical requirements and to promote new

technology and how it will benefit you.

We can help you be innovative, and we can help you understand what’s possible. We are your

extended team.

“Continuous Service Improvement plans (CSIPs) are devised on a case by case basis focused on the

customers explicit needs and focuses. We work with customers to tailor a bespoke set of

improvements as the contract commences and both parties can identify areas to examine.”

Ben Cullen – CTO

Identify

Review

Acion


27

Customer Feedback

2.16.1 Customer Satisfaction Surveys

Every closed ticket contains a URL for the customer to complete a customer satisfaction survey.

All surveys are reviewed by the Head of Support Services and shared with the support team.

Dissatisfaction analysis (DSAT’s) are reviewed to understand why the service wasn’t delivered as

expected and follow on actions completed. At the end of each month, customer satisfaction results

are presented to the Senior Management Team.

“Working in partnership we will establish ways to measure customer satisfaction, agree on

what improvement looks like and work together to ensure the new solutions deliver the best

value to the business.”

Rob Ackroyd – Customer Care Manager

2.16.2 Complaints

Castleton are committed to excellence in customer service and as a result issues raised by our

customers rarely reach the top of the resolution ladder. Any complaint is responded to within 4

Working days and the associated process is documented. The customer is then updated regularly

throughout to ensure they are aware of the issue and at what stage it is at within our internal

procedures

To facilitate and ensure accountability, it is important to recognise a mechanism for solving

problems before they become more serious complaints. We have established a dispute resolution

ladder to target any potential queries and to provide a given time span for the resolution.

Customer Time Castleton

A

Director

4 days CEO

B

Senior Manager

3 days CTO

COO

Sales Director

Sales & Marketing Director

C

Manager

2 days Heads of Support

Project Delivery Manager


28

Sales Director

Sales & Marketing Director

D

Authorised Signatory

1 day Team Leaders

Account Manager

Project Managers

Consultant

Keeping up with Castleton

This is Castleton’s quarterly customer newsletter which provides you with the latest product updates,

news and happenings at Castleton. If you are not receiving this document but would like to be

included on the mailing list, please email [email protected].

Download the latest edition here.


https://www.castletonplc.com/wp-content/uploads/Keeping-Up-with-Castleton.pdf


29

Change Request Form

Requesting Staff Details

Name

Date

Ticket reference

Ticket type Incident/SR/PS?

Change type Emergency/Retrospective/Minor/Major

Change Details

Product/Service

Priority/Date Required

Affected organisations

Who requested the

change?

Who will action the

change?

Justification What are the reasons for this change within your business, and why is it so important? Provide an

overview of the requirements, background beyond the ticket’s details filed, and any relevant information that would

enable the approvers of change to assess and progress the ticket for change. In here add in your suggested solution

Reasons for change:

Requirements:

Suggested Solution:

Timescale:


30

Impact Category What is the overall impact of the change to the business? High Impact, Medium Impact, Low

Impact and Unknown

Impact Description What areas of your business will be impacted by the change? Provide an overview of what

areas are affected, and consultation notes with those teams or areas. Have senior members been advised of the

potential impact to their area? Would they need to be included in your planning and testing of the change?

Risk Category What is the overall risk of the change to the business? High Risk, Medium Risk, Low Risk and

Unknown


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Risk Description What are the risks of this change? Think about the higher risks, the medium risks and the low

risks despite the risk category. Advise your approvers if there are any negative issues or causes that could arise from

this change that would have an adverse effect on operations. Are there any risks in not implementing the change? Is

there any alerts to put into SDT? How long for? Is there any impact to licencing?

Downtime:

Alerts:

Licencing:

Backup & DR Changes Required? Is there any impact to the current backup jobs? Does this change require

a change to the backups?

Back out Plan? What is the plan to back out the changes, should anything go wrong? If the change has an

adverse effect that is only identified after the change is made (unforeseen circumstances) then, a plan to restore

back, as if the change had never been implemented in the first place. Are there any changes that need to be made if

the change is successful, that is not covered in the current back out plan? Are your Disaster Recovery (DR) processes

affected?


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Communication Plan What communications should be provided, to whom and when? Are communications

required before the change, after the change, or both? Who is to be notified as a minimum? Who will send these

communications? How will they be structured? Is there anything that shouldn’t be communicated?

Testing Plan What testing is required to confirm that the change has been successfully implemented? What

happens if there is a failure in testing? Who assesses testing success or failure? Are there any preconditions of the

change that need to be done before testing can commence? Is there a key, core list of things that are fundamental

to the change implementation’s success? Who will be around the next day to make sure it’s still running smoothly?

Tests:

Engineer availability:

Authorisation

Technical

Approver

Date

Account

Manager

Approver

Date

Customer

Approver

Date

customer support handbook · 2020-04-21 · customer support handbook 4 1.1. customer experience...

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