2023-01-17 Meeting notes – Support process (part I)

Date

17 янв. 2023 г.

Low monitoring level – missed chats, long time waiting for answer, clients asking why tasks are not answered / done → as a result missed one client and many complaints to Alex from other clients
Clients are spamming in all chats, many requests → as a temporary solution Alex tried to add dev to the clients chat (it worked well in this case)
Lack of resources / handover of current projects → Solution: Find responsible person for Support projects (tech + communication)
Lack of access for support projects / Hard to find the access → Solution: Project Passport for all projects is a MUST

Support projects bring us $
We can offer SLA for the new clients and work with partners who only brings support projects for us
In general, we should improve support process and gather more clients with support projects

Develop the process of gathering requests
– Form / file with tickets by projects + automation of it – converting tasks to Jira issues
– Plugin / App from Atlassian which set up the form on the site, when user login as admin – Honcharuk Oleh will make a research
– Receiving automate answer when task is done
Jira + Slack integration for converting Slack messages into Jira issues – a research needed
Support Dev Manager – Oleksii (Unlicensed) + Support Manager – alex.l@cheitgroup.com will make a request for HR
Oleksii will be responsible for the dev part and managing dev resources, Support Manages will communicate directly with clients and Oleksii, create tasks,..
Create Jira board for Support projects, tasks should be also placed in the direct project – sophiabilyk
Rate for support issues would be discussed separately with client before start of cooperating, working mostly T&M

Next call – Monday 23/01