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SDMS Training Parnter Support Portal Manual
Version 1.0
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Document History
References
Document Name Version
SDMS Training Partner Support Portal Manual
1.0
Contributors
Name Position
Ashish Tiwari Support Head
Reviewers
Name Position
Sanjeevi C Ramachandran Delivery Head – Government Vertical
Revision History
Date Author Version Change Reference
27/07/2015 Ashish Tiwari V1.0 Original Draft
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Table of Contents
DOCUMENT HISTORY ............................................................................................................................................. 2
INTRODUCTION ..................................................................................................................................................... 4
COVERAGE INFORMATION ..................................................................................................................................... 4
ACCESSING SDMS SUPPORT ................................................................................................................................... 5
NSDC/SSC PARTNERS SUPPORT PORTAL ................................................................................................................ 6
ACCESS SUPPORT PORTAL ................................................................................................................................................. 6
HOW TO RAISE A SUPPORT REQUEST ................................................................................................................................... 7
STEPS TO CREATE A NEW SUPPORT REQUEST ....................................................................................................................... 7
VIEW ALREADY CREATED SUPPORT TICKETS .......................................................................................................................... 9
EMAIL NOTIFICATIONS .................................................................................................................................................. 10
BEST PRACTICES ................................................................................................................................................... 12
1. Phone ......................................................................................................................................................... 12
2. Escalation Matrix ....................................................................................................................................... 13
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Introduction
This Customer Handbook, comprising support information, policies, procedures and contact details, is a
reference guide for all Stakeholders involved in NSDC. This Booklet describes how to contact SDMS
Support when you need assistance, what all information need to provide, and track progress of issue
raised till resolution & closure.
Coverage information
The SMDS Support Program is staffed with professionals adept at handling issues across all modules of
SDMS Process flows, to attend optimally to your support requests. Your queries are handled according
to the Severity levels cited in this Handbook. Please refer to the section Severity Level for information on
Severity Levels.
The Coverage and operating hours for SDMS Support team is shown in the table below:
The Talisma Help/Support Service will operate daily from 10 a.m. to 6 p.m. between Monday and Friday
of every week, except on public holidays (includes local and national public holidays)
Training Partner Support Portal
Link https://nsdcsupport.atlassian.net/servicedesk/customer/portal/3/user/login
SDMS Support Portal available 24x7
Phone Support
APAC
+91-72591 99918/ +91-88619-25252/ +91-9611118693
10 AM to 6 PM, IST Monday through Friday, excluding public holidays
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Accessing SDMS Support
SDMS Support Programme is the primary Support for all the Stakeholders involved in the Skill
Development activity for National Skill Development Corporation (Here after referred as NSDC)
The programme is primarily intended to provide Technical and Functional Support to the Stakeholders
who are directly or indirectly using the SDMS system. The Primary Contact and Account Information are
maintained in the SDMS Support with their Email, Mobile Number and Designation to ensure the access
to various channels can be provided to the Stake holders.
Following are the list of Stakeholders who will have access to the SDMS Support Channels.
Primary Stakeholders:
1. NSDC Staff
2. Sector Skill Councils
3. All NSDC and SSC Affiliated Training Partners
Secondary Stakeholders:
1. Assessment Agencies
2. PMU Team
The first step towards contacting the SDMS Support team is by logging a Ticket to the Support Portal.
Prerequisites for gaining access to the Support Portal.
1. NSDC Staff - Default Access
2. Sector Skill Council – Default Access
3. Monitoring Team – Monitoring Head and Key Monitoring Staff
4. Assessment Agency – Recommended Assessment Agencies of Sector Skill Council
5. Training Partners – Lead Contact and MIS Contact of NSDC Training Partner. Should have access
to SDMS Partner Portal
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NSDC/SSC partners support portal
o Training partners can raise support request and on successful submission unique issue id will be
generated. All tickets raised can be viewed under “My Requests” (screenshot attached)
o Email notification will be send on every action performed by support agent on ticket
o Status of tickets can be tracked online
Access support portal
o Email invitation will be send to Training Partners (Screenshot attached)
o Training partners have to click on “Visit Portal”, to create their profile and generate password
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o Support portal login page
(Access to support portal will be provided in a separate email invite)
How to raise a support request
o On successful login, homepage will appear. Click on “Training Partner Complaints” (screenshot
attached)
Steps to create a new Support Request
1. Click on “Training Partner Complaint”
2. Select the Scheme, Issue Type from the Dropdown list
3. Enter the Summary and Issue Description (optional)
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4. Click on Attachments if the User would like to attach any Attachment if needed (Ex: Screen
Shot’s, excel file etc.)
5. Click on “Create”
The new Support request will be created and shown along with the other requests as Open Status
Note: The Partner or user is supposed to quote the Ticket Number/Interaction ID for all future
correspondence
An Automated response with the Ticket number is also sent back to the User to his Email Address in the
Profile.
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View already created support tickets
o Click on “My requests” on top right to view requests which are already raised SDMS support
portal. The number highlighted will show tickets which are currently “Open” (screenshot
attached)
o Complete list of requests raised will be visible along with current status
o There is filter option provided to search request with status as Open, Resolved, Closed
(Screenshot attached)
o When clicked on the ticket, complete information of ticket will open up. All interactions can be
viewed for the ticket
o Email communication will also be forwarded from the system as when status of ticket is updated
by support agent or any comment is added by requester or support agent
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Email Notifications
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Best Practices
Following are the best Practices to be followed at the time of creating the Support requests. It will be
help in easier identification and faster resolution of the issue
o All Support requests should be logged as ticket o All Partners need to quote their NSDC Registration Number, available in the Partner Portal. o Always quote the SDMS Support Ticket number(applicable if you are following up on an
existing issue) o Do Not reply to auto-generated email, it is only for notification purpose o Make use of the Attachment to include the Screen shot, excel files for easy reference o Please describe your problem clearly with proper Error description and steps carried out. If
upload related error, please include the Error details and main data file as an attachment
1. Phone
You may call via Phone and request for a resolution. The SDMS Support Engineer will try to resolve the
issue via phone, depending on the level of criticality/severity of the issue. If it is not possible to resolve
the issue via phone, the support engineer will revert to you by email. All phone calls are logged as
interactions. Note: The standard language for Talisma Support is English/Hindi. If you do not speak
English, or you have difficulty understanding English, please get the assistance of a colleague who speaks
English when contacting SDMS Support. A Ticket should already be logged using the Portal before
contacting SMDS Support via Phone. The Support representative will ask for the Ticket Number
Phone Support:
+91-72591 99918 OR +91-88619 25252 OR +91- 9611118693
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2. Escalation Matrix
Severity and Status Name Designation Email
L1 Urgent – Unresolved More than 4
working hours
Ashwani Support Manager nsdcsdmssupportmanager@
campusmgmt.com
Medium - Unresolved more than 8
working hours
Low – Unresolved more than 3
working days
L2 Urgent – Unresolved More than 4
working Hours
Ashish
Tiwari
Support Head [email protected]
Medium - Unresolved more than 2
working days
Low – Unresolved more than 5
working days
L3 Urgent – Unresolved More than 4
working Hours
Sanjeevi C
Ramachand
ran
Delivery Head –
Government
Vertical
m
Medium - Unresolved more than 3
working days
Low – Unresolved more than 10
working days