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Product Support

Ernest Onyango

Last edited 208 days ago by Bassem Elshaer.

Audience: Regional managers, learning team, procurement team and EIDU officers

Purpose: Onboarding documentation for new Field Officers.

Objectives

Ensure a trackable and structured way of reporting any bugs or issues experienced in the field.

Ensure quality support and service delivery to all stakeholders

Deliver on the requests made by the stakeholders is good time in line with the SLAs (Service Level Agreement)

Capture the quantitative and qualitative data of the issues and requests raised over a specific period of time

Product support forms

The product team introduced product support forms that allow users to easily report any issues or bugs they encounter, as well as submit service requests. These forms are designed to streamline the process and ensure a prompt resolution to users concerns.

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Product Support Form⁠

- This form should be used to report any bugs or issues experienced in the field and requesting services from the product support team

Product support Process

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Support Process SLAs

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