Spin Customer Support

Introduction

This registration establishes the operation and purpose of the support provided by Spin Eng. Service channels, procedures and priorities will be described.

General rules are contained in this article. Depending on the existence of a support contract signed with Spin and the specifics of each contract, services may be added.

Spin Eng provides solutions through value-added resellers, who are responsible for providing the first line of support to their clients.

Services delivered by the support team

Here is a list of services that are performed by the support team:

• Preventive maintenance: Encompasses checking the system and carrying out tasks that aim to prevent or anticipate the occurrence of failures and errors. This service includes tasks such as checking the occupancy of hard drives, memory usage, running backups, checking the database, cleaning unnecessary files, etc. It must be carried out periodically, according to the client's needs.
• Corrective maintenance: After verifying any failure or error, the corrective maintenance process begins. Initially, an analysis of the problem caused by the error is carried out by the client to check the time to act on the solution. The more unavailability the error causes, the more immediate the action will be. An attempt must then be made to normalize the system, even if temporarily, and then the problem must be definitively resolved. If necessary, development should be activated to request corrections to the software. Corrective maintenance involves solving failures such as problems with research, screen viewing, system availability, checking communication failure points and notifying the customer, problems with commands or updating events, etc. It is the highest priority support service.
• Customer support: This service includes clarifying doubts and describing various procedures for customers.

  Documentation: This service includes the preparation and archiving of documents that describe procedures, the preparation and archiving of manuals for third-party software used by Spin Engenharia, the preparation and archiving of records of problems and errors encountered and their solutions, etc.

• Training: The team also provides training for customers.

• Licensing: The team must generate licenses for the systems and register them for control.

• Version maintenance: Customers who have a maintenance contract must have the newest versions of Spin Engenharia systems installed.

• Application update: If provided for in the contract, support is responsible for including new points, screens, channels in the customer's system, etc.

• Commissioning: If provided for in the same maintenance contract, support is responsible for the commissioning of points implemented during this contract.

  
  

Support Channels

The support team receives requests basically via the help desk. This site allows you to open tickets with predefined fields. The support attendant must always respond to the customer who opened a request informing them that they have received the request, giving a deadline for the start of the service and an estimate for the end of the service, and requesting additional information, if necessary, in any of the support channels. service.

Requests can be sent outside business hours (8 am-6 pm, GMT-3, with a 2h break for lunch) and will be responded to as soon as possible during business hours.

E-mail

E-mail can also be used both to request support services and to supplement information by sending files. The Spin Engenharia support email address is support@spinengenharia.com.br. Messages sent by support must use the following pattern in the subject:

Help Desk

Support requests can also be made through the Spin Engenharia Help Desk page, which uses the FleshDesk platform. The page can be accessed at www.spinengenharia.com.br/suporte. The request can be made by opening a new ticket; however, the user must be previously registered and activated. The new ticket page to be completed is shown in the following figure.

• Requestor (Solicitante): by default, this is the email, but an additional field can be added to inform the customer's name, if necessary.
• Subject (Assunto): request topic.
• Product (Produto): Contains three entries: ActionView/Action.net /Action.GRID.
• Type (Tipo): contains two entries: Support/Defects.
• Description (Descrição): Description of the problem.

After sending the ticket, the customer will receive an email confirming the sending of the ticket, providing an estimate of service and showing the link so that the customer can check the status of their ticket or provide additional information. When the ticket is closed by support, the customer receives an email with instructions sent by the customer service representative, and finally, the customer receives an email with a quality survey.

SLA

All support requests must be received and evaluated. The next step will be to analyze the request to verify the priority of service and the resolution deadline that will be communicated to the customer.

Troubleshooting Priority Analysis

The main analysis for prioritizing problem-solving will be done using the following criteria:

• Priority 0: System Inoperative.
  

• Priority 1: Operating System with high restrictions.

• Priority 2: Operating System with low restrictions.

• Priority 3: Software installation and operational environment adjustments.

• Priority 4: Consultations and other problems.