Support Ticket Logging and Resolution Process

Owned by Robert Cox
Last updated: 19 Sept, 2023
2 min read

Introduction to MazeMap Technical Support

MazeMap technical support aims to provide a smooth and efficient support experience. This guide walks you through the steps to log a support ticket and what to expect during its resolution process.

 

Further Reading

  • Escalation Process: If you feel your support ticket requires escalated attention, please refer to our Escalation Process.

  • Feature Request Process: Interested in suggesting a new feature or enhancement? Check out our Feature Request Process for steps on submitting your ideas.

  • Map Updates Guide: For information on how to request changes or updates to the MazeMap, visit our Map Updates Guide.

Steps for Logging and Resolving a Support Ticket

Step 1: Ticket Creation

  1. Access the Portal: Navigate to the MazeMap support portal.

  2. Enter Details:

    • Provide a detailed description of the problem or request.

    • Mention its impact and any attempts made to replicate or resolve it.

      Additional Information: Attach any error messages, relevant context, or URL link to the page with the issue.

    • For MazeMap’s JS API issues, attach relevant code snippets.

    • Clearly specify the customer's organisation and the specific user reporting the issue.

    • Provide contact details for further communication.

Step 2: Await Initial Response

  1. The MazeMap Customer Success Team will mark your ticket as “Work in Progress”.

  2. You will receive an initial email response, which might:

    • Confirm the details of the issue.

    • Provide an estimated time for resolution.

    • Request additional information.

Step 3: Support Ticket Triage

  1. The Customer Success Team will assess your ticket.

  2. Your ticket will be categorised and prioritised based on its type, impact, and urgency.

Step 4: Investigation and Analysis

  1. The team will delve deeper into the provided details.

  2. They might reach out for further clarification or information.

  3. Troubleshooting will begin to address the issue.

Step 5: Resolution Proposal

  1. The Customer Success Team will identify and propose a solution.

  2. This might include step-by-step instructions, recommendations, or fixes.

  3. Ensure you understand the proposed solution. If not, ask for clarification.

Step 6: Testing and Validation

  1. If applicable, test the provided solution to verify the resolution.

  2. The Customer Success Team might follow up to confirm the resolution's effectiveness.

Step 7: Ticket Closure

  1. Once the issue is satisfactorily resolved, confirm this with the team.

  2. The ticket will then be closed.

  3. If there's no response after a specific timeframe, the team might close the ticket by default.

Step 8: Feedback

  1. You might receive a feedback request regarding your support experience.

  2. Providing feedback helps MazeMap improve its support process.

Note on Service Level Agreements (SLA)

MazeMap is dedicated to maintaining high service standards. For more details on our commitments and response times, please refer to our Service Level Agreement (SLA) on our website.

If you have any questions, the Customer Success Team is always available via the MazeMap support portal.