Bizzkit Support

Navigating through Bizzkit's services requires clarity and understanding of our support mechanisms. As a Bizzkit customer, you gain access to a structured support framework that harnesses the capabilities of Jira Service Management (JSM) - an Atlassian product tailored for IT service management.

It's essential to understand the tiered support model we employ. Bizzkit entrusts the Solution Partner with the responsibility of providing 1st level Support. This means that as a customer, your initial point of contact should always be the Solution Partner. Only after this initial consultation should the Solution Partner escalate issues to Bizzkit, making them the exclusive party permitted to contact Bizzkit Support.

Gaining access to the support system

To facilitate efficient communication and ensure that support inquiries are addressed promptly, Bizzkit encourages the creation of a 'Single Point of Contact' (SPOC) for accessing the support system. This system is designed to be the primary channel for each customer solution to interact with Bizzkit's support structure. The SPOC acts as the main liaison between the customer and Bizzkit's support team. By centralizing communication through a designated contact, we can prevent potential communication gaps and ensure that issues are tracked and addressed systematically.

While an individual user with a personal e-mail can be designated as the SPOC, Bizzkit advises a more collective approach. It's recommended to create a shared mailing list user profile, typically styled as customernameXYZ-team@solutionpartnerdomain.com. This approach makes it easier to manage communications, especially when various team members need simultaneous updates.

To establish a JSM (Jira Service Management User) user as your official SPOC, begin by contacting your Bizzkit contact by e-mail. Make sure to include all necessary contact details for the new account in your correspondence. As a guideline to maintain efficiency and system clarity, Bizzkit suggests a limit of three JSM user profiles per customer.

Contacting support

Bizzkit emphasizes clarity in communication, understanding the importance of timely and effective support interactions. When encountering an issue or seeking assistance, it's vital to use the correct channels to ensure swift resolution.

The primary conduit for reaching out to our support team is through the Jira Service Management platform. This system allows customers to report incidents, request changes, or ask for service-related assistance. It's essential to remember that for specific tasks, such as creating bug reports, the designated Single Point of Contact (SPOC) account must be used. For more general inquiries or less critical tasks, personal accounts can be used.

For more urgent matters or if you prefer direct communication, our team can be reached via email or by phone (information provided in contract).

Type of incidents

Understanding the nature of your issue is crucial to ensure it is addressed efficiently. Bizzkit categorizes support needs into distinct types to streamline the resolution process. Here are the primary incident types:

When managing service requests in Jira Service Management, it's imperative to assign an appropriate priority to each issue. This ensures that the team addresses the most urgent and impactful requests first, leading to a more efficient resolution process and improved stakeholder satisfaction. Prioritizing effectively also allows for better resource allocation and streamlines team workflows.

A request needs to be prioritized based on its urgency and the impact it has on the business. Here's a breakdown of the priority levels we utilize:

When reporting any of the above, it's essential to provide as much detail as possible, ensuring that our team can address your needs promptly and effectively. Remember, for issues pertaining to bugs, the designated SPOC account should always be used.

Support process walkthrough

Navigating the intricate channels of support can often seem daunting. However, at Bizzkit, we've streamlined our processes to make it as straightforward and transparent as possible for our users. The following steps detail our systematic approach to addressing reported issues, ensuring that from the moment a problem is reported to its eventual resolution, you're kept informed and engaged.

• The issue is reported
• Throughout the support cycle, Bizzkit Support ensures an ongoing and detailed status update to the reporter.
• Bizzkit Support validates the case information and ensures that the required documentation is provided.
• If not, Bizzkit Support contacts the reporter to request the missing documentation/information. If the reporter cannot provide the correct information, Bizzkit Support, in certain cases, may be obliged to reject the case.
• Bizzkit Support contacts the reporter and aligns the prioritization, no later than 4 hours after receiving the case.
• Bizzkit Support begins the remedy if possible. (The process then proceeds to the QA and Cloud Operations stages).
• If Bizzkit Support can't initiate the remedy, the case is assigned to the Product Owner (PO). The case will then be discussed and analyzed by Bizzkit Support and the PO. Time is allocated for this activity on a daily basis.
• Refinement
• Sprint planning
• When the case is scheduled for a Sprint, Bizzkit Support updates the case with the expected release date.
• Remedy
• QA
• Preview unavailable
• Release
• A closure note is sent via the Help Desk to the reporter.

If you have any questions or require further clarification on any aspect of our support process, please do not hesitate to reach out to your Bizzkit contact.