This topic covers the Support Management Procedure followed at Auro Infotech.

AI teams are primarily divided into three:
Level 1 – Primary Support
Level 2 – Server Support
Level 3 – Development Support

Level 1 Primary Support team is available 24 by 7 for Auro Infotech clients online via email/chat/phone and will be the primary point of contact between the clients and our teams.

When the PSCs receive an issue, they will try to gather as much information as possible about the issue. The PSCs pass it to the Level 2 Server Support team, within 15 minutes of receiving the issue from the client. This is done by opening a new issue in the Server Support forum under the right server and calling up the Primary SSC listed against the server. If the primary contact is unavailable, the secondary contact is called. If the secondary contact is unavailable, the Server Support Team Leader is called.

Level 2 Server Support team will be available 24 by 7 on call. The Server Support team members are fully responsible to carry out the functions of this role.

When an issue is received, the respective SSC will study the issue and provide a response by email within 15 minutes to the client on the status of the issue.

The response will always have:
a. Status of the issue (Eg. Fixed / Working on it / Not an Issue / Cannot Replicate, etc)
b. When the issue will be fixed (Eg. in 2 hours, etc)
(or) when we will contact the client with a new status. (Eg. in 2 hours or 4 hours)
c. Description of what has been identified so far about the issue. (If a resolution is identified and applied, the person doing the work should describe the resolution in detail to the client in the email.)
If it is a coding related issue, the SSC will pass it to the Level 3 team based on the DSC listed against the product, within 15 minutes of receiving the issue from the PSC. This is done by opening a new issue in the Development forum under the right product and calling up the primary DSC listed against the server.
If the primary contact is unavailable, the secondary contact is called. If the secondary contact is unavailable, the Development Support Team Leader is called.

Level 3 Development Support team will be available 24 by 7 on call. The Development team members are fully responsible to carry out the functions of this role.
The people in the DSC team and the DSC responsibility by product is listed in the attachment.
When an issue is received, the respective DSC will study the issue and provide a response by email within 15 minutes to the client on the status of the issue.

The response will always have:
a. Status of the issue (Eg. Fixed / Working on it / Not an Issue / Cannot Replicate, etc)
b. When the issue will be fixed (Eg. in 2 hours, etc)
(or) when we will contact the client with a new status. (Eg. in 2 hours or 4 hours).
c. Description of what has been identified so far about the issue. (If a resolution is identified and applied, the person doing the work should describe the resolution in detail to the client in the email. )

The issue is considered as resolved only when the client replies and signs off on the issue.

‘On call’ is defined as available on the phone at any time, with access to a PC within a few minutes.