Taten - servicedesk enquiries

servicedesk

contacting servicedesk

Taten offers ongoing post-sales support to customers, including any issues regarding design, technical support and updates. In order to ensure that your issue is addressed efficiently, we ask that you try to to provide as much information as possible when lodging a Support Request.

Currently there are three ways of logging an issue.

1. Use the Online Support Form

2. Email servicedesk@taten.com.au

3. Phone: +61 3 9684 0288

Documenting your Issue

The following is a checklist and format to follow when you log a Support Request . Please note that each issue must be logged separately so that an individual support issue number can be assigned to each issue.

Step 1 – Categorise the issue

Categorising an issue ensures that the issue is addressed by the correct person. The following list of categories and definitions can be used when logging a support issue.

Category	Definition
Bug	Product defect, including the following: Function not operating as specified Function resulting in error Missing function
Change Request	Enhancement or customisation of the product or an existing product feature or module
Infrastructure	Issue relating to the operating environment, network or communications
New Feature	New product feature or module
Performance	Product performance issue
Product Support	Support request relating to the use of the product’s end user functions that can be addressed through instruction and/or training
Technical Support	Support request relating to the use of the product’s underlying functions, infrastructure or interfaces that can be addressed through instruction and/or training
Visual/User Interface	Visual presentation, design or user interface issue

Step 2 – Prioritise your issue

By prioritising your issue Taten will respond to a support request in line with the severity of its impact. Following are the priorities and their descriptions to help you allocate correctly:

Priority A - a defect which renders the service substantially inoperative or causes a substantial or complete failure. For example being unable to lodge or process a trading request for a material number of clients.

Priority B - a defect which substantially degrades the functionality performance of the Service or materially restricts your or your customer's use of the Service.

Priority C - a defect which causes only a minor impact on your use of the Service.

Priority D - a defect which causes only a minor impact on the customer’s internal use of the Service without affecting your customer's use of the Service. For example the defect has minor additional workload impact on you, but not your customers.

Step 3 – Issue description

Please provide a full description of your issue. You will need to provide Taten with as much information as possible to assist us in replicating and identifying the issue. As a general rule, the more detailed the description, the better. Below is a guide to describing the issue: Please describe the:

Product
Module
When the issue was encountered
By whom the issue was encountered
Error message encountered
Steps to reproduce the issue
Screen shots

Step 4 – Your contact details

Especially when requesting support online please include your contact details so Taten can respond to your request:

Company
Name
Contact email
Contact phone

Step 5 – URLs

Provide links to either the test or production site where you have encountered the problem.

How Taten will respond to your issue

Your issue will be logged and assigned an issue number with Taten's internal issue tracking system. The issue will be prioritised and support staff will attempt to replicate the problem. If the issue is not able to be replicated, we will contact you and ask for more information. The issue will be dealt with according to its priority and will be allocated to the most suitable technical staff member.

Taten will keep you updated on the issue, its progress and estimated resolution time.

Once the issue has been resolved and tested internally by Taten, you will be asked to check and test the issue on Taten's internal UAT environment. Taten will provide you with any additional URLs.

When you are satisfied that the issue has been fixed in the UAT environment, Taten will deploy the fix to the production environment where you will be asked to verifiy that the issue has been fixed.

When we receive notification that the issue has been resolved in the production or live environment, Taten will close the issue.

Checklist

Categorise the issue
Prioritise the issue
Describe the issue
Your Contact Details
Website Links