Support Scope of Work

Incident, Query, UI Adjustments, and Bug Resolution:

• Address integration-related issues raised by end users, customers, or partners.
• Define bugs as errors in application design, including link redirection, validation, configuration, or logic issues.
• Manage screen or report UI requests without coding, utilizing admin and configuration changes.

Data Management:

• Handle data-related requests like backend report generation, master/config data updates, and manual record updates.

Support Services:

• Incident management, including standard services and user-related configurations.
• Vendor management third-party systems
• Problem management, SLA reporting

Change Requests / Enhancements:

• Handling enhancements/features (Custom UI, New feature requests) within the team’s capacity.
• Helping to identify and implement new technologies to address business needs.
• Extended Integrations.
• QA, DevOps.
• Co-ordination with customer team for Sign offs.

Managing and Implementing Updates from Salesforce:

• Roll out periodic updates from Salesforce and ensure they do not adversely impact the existing implementation.

Support roles and responsibilities across support levels  – L1 – L2 – L3 and Support Manager

L1 support:

• Checking the tech support email (or via telecall or chat channels) and logging the case Service Cloud
• Preliminary investigation and troubleshooting using a user interface/ reproducing the issues.
• Initial understanding and documentation of Root Cause Analysis (RCA)
• Closure of Cases if resolved or assignment of case to L2/L3 if not resolved.
• Handle and manage case queues and assignments.
• Typically, training and how the product works are types of questions that should be closed at this level and not go beyond.
• Manage access, roles, and hierarchy.
• Manage Holiday Calendar.
• Run periodic audits using tools to improve the health of the org.
• Perform data integrity checks, Governor Limits, storage space, and health checks.
• Configure support rules.
• Monitor scheduled batches, database queues, and email queues.
• Implement and manage Salesforce database backups.
• Provide training for new team users.
• Remain the single POC for the case till closure/resolution.

L2 Support Team:

• Further investigation of Cases – reproduce the issue, review the log files to trace the execution, query the database to understand the data changes done, review config and environment values, see any potential impact due to recent changes released, etc., and update the RCA.
• Mark as resolved if the case is resolved; else, if a code change that requires a new build is needed to fix the Cases, assign the Cases to L3
• Coordinate with third-party vendors or partners (if any) and assign the L3 case to them (if it requires a fix at the vendor end)
• Typically, configuration changes, production data requests such as backend ad-hoc reports, update production data, update screen, report or dashboard layout using configuration, etc., will get closed at this level.
• Manage the QA process.
• Provide proactive feedback for processes that can be improved using technology.
• Code changes and tests are deployed to SIT, UAT/Prod, and closing cases.

L3 Team:

• Replicate the issue, review the L2 team’s Root Cause Analysis (RCA), and update.
• Analyze and estimate efforts, developing changes/integrations based on business specifics.
• Assess the change’s impact and address integration-related defects/bugs.
• Code changes, test, deploy to SIT, UAT, and pre-production, then close cases if resolved.
• Implement one-time data update scripts to rectify anomalies caused by the underlying issue.
• Create data migration scripts for object schema changes if needed.

Support Manager

• Lead and supervise a team of tech support specialists/help desk technicians.
• Prioritize incoming IT-related issues at the Help Desk, escalating when necessary.
• Assign tasks to tech support specialists based on workload and expertise.
• Analyse logs regularly to identify potential issues and proactively develop solutions.
• Make informed decisions swiftly, even with limited information.
• Follow up with customers/Customer-facing team to assess satisfaction with problem resolution; identify and address tech support problem areas if needed.
• Ensure continuous training for tech support staff, attrition management, provide career guidance, and maintain training records.
• Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other involved teams.
• Ensure SLA management adherence and continuously track for improvements.
• Manage risks through process assessments and ensure high Customer Satisfaction (CSAT).