Focus of HandsFree Networks Incident Management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within Service Level Agreement (SLA).
ReTRAC - (ticketing system) records and tracks every question or request for assistance that your support contact or end customer makes to the ReCARE Support as an Incident. Each Incident is assigned a unique reference number (Incident number). This Incident number allows us to prioritize and track your problems effectively as well as share additional information, as the incident is resolved and a record of the incident number is also stored in the customers interface for reference any future inquiries. Incidents are initially assigned a severity based on the incident urgency and its impact on your business process. The ReCARE Support Center is manned 24/7.
Resolving your incident
If you have log your incident via the Extranet, e-mail, or Phone call or incident that automatically generate ticket in the ReTRAC ticketing system would be reviewed by ReCARE Support specialist and performs a preliminary investigation and then sends the information to HandsFree Networks service-desk Team.
Any non automatic diagnosis (and) non automatic remediation will be investigated by the HandsFree Networks consultant before adding the diagnosis to the ReTRAC ticket. Issue resolution will commence using the extensive HandsFree Networks Support Automation Software and sometimes it is not possible to resolve an incident during the first contact, this happens because additional information is needed, or further investigation determines that different expertise is required to resolve your case.
If different expertise is required at any time, the original support specialist may transfer the incident to Tire II (support engineer) within ReCARE support team and inform you of the change. If you are reporting a potential defect that can’t be proactively resolved, then we may need to view your PC directly (with your approval) via Ultra VNC/ Citrix go to assist. It may be necessary for us to obtain your database, logs or other information to resolve the issue.
Closing an incident
An incident is closed when you and the support analyst agree by doing the following:
- Information provided by the support specialist has answered and/or resolved the problem
- You tell the support specialist that your incident is no longer an issue
ReCARE recognizes that occasionally some critical problems require a higher level of service. ReCARE has established an effective process to support these special situations so that incidents are escalated to higher level of support and back to the customers, if support incident is out of scope from Managed Services provided by HandsFree Networks.