Below are the responsibilities, tasks and roles of what is expected of iBridge Solutions Ltd and what iBridge Solutions Ltd expects of its clients.
From iBridge…
- iBridge to respond to all URGENT, high, medium, low in that order.
- iBridge will pick up and work on tickets within the “Approved” queue (with the exception of tickets labelled URGENT)
- iBridge will add @managers name to inform them of work done/needed
- iBridge will move work to queued for relelease when we believe its finished or to be released in the next software patch.
For Clients…
- Click here to find BoB Support Board, which includes all the Support Tickets raised. Here you can see the progress of Tickets. In order to raise a Support Ticket, you must either click here to raise a BoB1 Support Ticket or here to raise a BoB2 Support Ticket
- When tickets are raised to the BoB Support Board, they will appear in the column labelled “New” on the left-side. You are required to review, add labels, add all relevant detail (URL links to all mention customers, orders, sku where possible) they require and authorize work by moving the ticket into the “Approved” queue.
- All skype messages must be followed up with a Support Ticket.
- Within the BoB Support Board in Trello, you can click into the “Filters” bar in the top-right corner to hide/show BoB1 or BoB2 related issues…
