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Support Services Page 1 of 13

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

[email protected]

m

Medium - Unresolved more than 3

working days

Low – Unresolved more than 10

working days