Step  

Who 

Actions 

1. 

Communicating the Tech issue to the tech support  

Account Manager 

• Receive a support request via email from a Client 

• CC support@rgnmed in the response that our team is working on it 

• Or the client will email support@rgnmed directly 

   Ticket will be automatically generated in the technical support pipeline 

2. 

  Automations  

Hubspot  

   Once any request gets created on Technical pipeline in Hubspot,   

• Svetlana Chuikova gets notified via email on the new issue appeared  

• A Jira ticket gets created automatically on the Development board  

Svetlana Chuikova 

• @ the Account Manager (bolawsky@rgnmed.com) in notes immediately 

3. 

Reproducing  

• Svetlana Chuikova  

• QA department  

   Svetlana Chuikova is currently responsible for performing the initial check on the request.  

   The issue is being analyzed and looked at within the next 24 hours. 

   Normally we get the clear understanding what the issue is and within the 24-48 hours we:   

• Either fix it and update the client that the item was fixed  

• Notify the client if the issue requires more time for us to resolve and provide the approximate time when it will be resolved  

   Depending on the complexity it may be required to ask QA team for assistance:  

• Request to find the exact session of the clinician/patient to see what exactly was happening on their account  

• Reproduce the exact step for the issue  

   The Dev support is currently available till 1PM EST time maximum. All requests received after that time get queues until the next day when the dev team can investigate the issue from the services/code standpoint (if required)  

4. 

Resolving the issue 

• Svetlana Chuikova  

• Dev team  

  If the issue requires development, the urgency of the fix is set up. Depending on the severity and urgency, the fix can be delivered within a day or up to a week.  

   For the cases when there is a way round or the issue just requires some education, we will provide the necessary level of instructions. 

• Svetlana Chuikova @ the Account Manager directly in the ticket notes of the findings/that the issue was resolved/ inCytes works as expected.  

Notes can be added within the ticket b/w Account Manager and technical ticket owner to discuss any delays or extra items needed to resolve the issue 

5. 

  SLAs with Client

Account Manager 

• Update the client that the issue was resolved/ inCytes works as expected OR 

• Notify the client if the issue requires more time for us to resolve and provide the approximate time when it will be resolved  

• Once the issue is resolved, send additional communication to the client on the fact that the item was fixed 

When the issue is resolved, the ticket can be closed out.