Basic Service department process

                         Service Department Process

Q. What is Service Department Process?

Ans: Service Department process is a very essential part for the Organization when it comes to Delivering the service and products of the organization to the customers or clients. It helps the employees of the organization to respond the customers in the best discipline way as per the process defined by the organization.

Q. What are the tools that are used in Tetra to follow up with their clients and give them response ?

Ans: In Tetra we use Zimbra (Helpdesk) where we receive the mail of the clients and it generates a ticket regarding the issue of the clients. Once the problem is solve the response is given back to the client through OTRS (Open-source Ticket Request System ) and ticket is closed successful.

Q. How many types of Customers/Clients do Tetra have ?

Ans: Tetra has categorized their customers into 3 types:

1) Standard Client

2) Premium Client

3) Gold Client

Q. Types of Severity Calls ?

Ans: There are 3 types of severity calls :

1) Severity Call 1

2) Severity call 2

3) Severity call 3

Severity call 1 : Severity call 1 can be define a process where more than 40 % of end users using our services get affected. The reason can be many things that why the service is not running, it might be due to the system crash due to which the services stop while running. One of the other reason can also be the use of software which is impacted so heavily that the work cannot continue.

Severity call 2 : In severity call 2 more than 2 % but less than 40 % end users are affected. In this the services might be running but however the features along with the services is seriously hampered. For example : The client is able to send and receive mails but not able to attach the file along with the mail. SO in this case the service is running but the feature along with the service is not functioning properly. However to solve the problem the Escalation time should be 2-3 hours in case of Gold Customer and 3 – 5 hours if it is a Standard Customer.

Severity call 3 : In severity call 3 the issue is affected by 1-2 % of end users only. In this case basic service might get affected. And the Escalation Time should be 5-7 hours if it is a standard customer and 3-4 hours if it is a Gold Customer.

Q. Process of Handling the calls ?

Ans: Gold Customer or critical client :

If a call comes under Severity call 2 – 3 then it is handle by L2 and if it is Severity call 1 it will be handle by L3.

Tetra Customer / Less Critical then Gold Customer :

If the call is Severity call 2 -3 it will be handle by the Trainee or by the L1 employee. And in case of Severity call 1 it will be handle by L2 level employee.