Global Support working with ASEs
Global Support working with ASEs
INTRODUCTORY TEXT HERE
Contributing to ASE tickets
New non-emergency tickets
All new non-emergency tickets from a customer that paid for an Assigned Support Engineer (ASE) will be automatically assigned to that ASE.
See what to do when the ASE is unavailable and what to do if they came in requesting a different region.
New emergency tickets
Regardless of when an emergency request is submitted by an ASE’s account, the DRI for the emergency is the on-call Support Engineer. The only process change is that they should notify the ASE. The best way to do this is simply to ping the ASE’s Slack handle in the emergency’s Slack thread. After that, the on-call engineer should work the emergency in the normal way.
Guidance for ASEs regarding emergencies from their accounts can be found on the ASE emergencies page
Pre-ASE tickets
Tickets that predate the introduction of an ASE for an account are treated a little differently because of their individual histories. Let the customer decide who they’d like to work on this problem with - the existing assignee or the ASE. If they’d like the ASE to own it, then the current assignee and the ASE should communicate with each other so the ASE knows the history of the problem handled in the ticket, the customer’s expectations, and anything else the current assignee would find useful to share.
When the ASE is unavailable
An ASE can be unavailable for a variety of reasons such as being off or having
a different Support priority at the moment. When that happens and you notice a
ticket of theirs that will breach or was missed, feel free to respond to that
ticket yourself, but be sure to leave the ASE as the assignee and cc
yourself until they return. Upon their return, they’ll take the ticket.
Tickets in a different region
Tickets in a different region will still get assigned to the ASE. If they’ll breach before the ASE gets online then that means the ASE is unavailable so follow this process.
Covering for an ASE when they are absent
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