The document provides guidance on working effectively with Bally Chohan's IT support services. It defines service request severity levels and statuses. It emphasizes clear problem statements, testing solutions before deployment, and shared ownership between users and support in resolving issues. It also outlines the benefits of using the service desk for documentation and communication, and describes the escalation process for bringing management attention to critical issues.

1. To Ensure Your Business Success Working Effectively with Bally Chohan Support Services Bally Chohan Technology Service Desk

2. S ervice R equest Severity Definitions Use Help Desk to log SRs for all Severities No loss of service or resources (Problems that can be rectified on Phone) Minor loss of service or resources (PC / Thin Client / Printer problem] Severe loss of service or resources w/o acceptable workaround (Server/Network problem) Complete loss of service or resources regardless of environment and work cannot reasonably continue - the work is considered “mission critical” (data corruption, critical documented function unavailable, indefinite system hangs and repeated system crashes causing unacceptable/indefinite delays for resources/responses)

3. SR Status Codes NEW New SR ASG Assigned to a Support Engineer WIP Work In Progress RVW Review 1CB 1st Callback 2CB 2nd Callback IRR Immediate Response Required INT Awaiting Internal Response WCP Waiting for User to apply Patch CUS Waiting on User SLP Sleep until User Available LMS Left Message SCL Soft Close HCL Hard Close 3LV Call transferred to 3 rd Level Support: User: Third Level:

4. Working Effectively with Bally Chohan Global IT Support

5. What Does a Support Engineer Do? Works a queue of current user issues in a variety of statuses Provides resolutions and / or workarounds Responds to new incoming SRs. Acts as liaison between user and Infrastructure team Contributes to Knowledge base content

6. Best Practices Lessons learned from our users… Shared ownership in resolving the issue Quality and quantity of communication Joint planning on problem resolution

7. Each Environment is Unique! Always test solutions BEFORE introducing them into live environment. The data, software and hardware configurations, patch combinations, and integration points are different for every location. We depend on our users to manage their environments and help us understand them. Users control the quality and quantity of information about their environment

8. Communicating the Issue Clear problem statement: Cause & Effect All known facts Is the issue reproducible? Detailed history of environment and changes Answer all Template questions Review our knowledge base on HELP DESK Top Tech Docs Forums Contact Support – Service Desk A problem well stated is a problem half solved

9. UKLII SERVICE DESK Problem / Solution SR Standard Approach to problem solving Identify the Issue Determine a Cause Identify Effective Solutions Identify the Best Solution Provides a single consistent approach to solving reported problems Service Desk: +91 11 xxx xxxx

10. Benefits of SERVICE DESK

11. Successful Communication Minimize SR ‘tag’ or ‘pinging’ Documentation is essential Answer all questions Action plans after each update and define who owns each action Monitor changes in SR status and severity Escalate concerns via the Escalation process

12. Escalations Bringing Management Attention to your Service Request

13. Raising Severity vs. Escalations Escalating an issue brings more management attention to it, and when appropriate, more resources. This does not automatically mean that the severity level of the SR will be changed. If the severity level of the SR becomes inappropriate over time, it may be raised by mutual agreement between the Support Engineer and the User.

14. Escalations Encounter critical roadblocks Communicate business issues to managers within IT Support Dissatisfied with resolution or response Escalate issues in a timely manner Quality of escalation criteria is key: Project deadlines? Lost Revenue? Government reporting? Users at your door

15. Escalation Process Support Representative Second Level Third Level CIO User Call US: +91 11 xxx xxxx Other Global Support Hot Lines: http://www.ballychohan.net

16. Summary Understand Support Terminology Know Severity Level Definitions Access HELP DESK!! Run Diagnostic Tests Use Bally Chohan Service Desk Support Communicate the issue effectively Implement the Escalation Process when necessary