Description:
This article explains the main sources of information you can consult in order to successfully resolve a Support ticket, they are presented in order of preference, if the first is not enough, go to the second, etc.
Main sources:
Priority | Name | Accessibility | Comment | Use cases |
1 | Public | HW public technical information. | Resolve basic consultations about devices features and functionalities. | |
2 | Public | SW public technical information. | Resolve basic consultations about TT2 features and functionalities. | |
3 | Ruptela employees | Support (HW, SW, etc) internal information. | Search for issue specific knowledge articles. | |
4 | Ruptela employees | HW, SW and Finance internal information. | Ascertain HW model, LCM block status, Client details. | |
5 | Ruptela employees | Finance internal information. | Ascertain client details, raise leads. | |
6 | Ruptela employees | HW, SW, Sales and other internal information. | Search for extra information not available in public platforms. | |
7 | Ruptela employees | HW, SW, IT consultations and bug reports. | If all previous sources do not provide satisfactory information. Consult previously raised consultations or raise one yourself to the appropriate team. |
You may additionally ask the help of your colleagues, but it is recommended to first check the previously listed sources of information in order not to excessively consume anybody's time.