1.
For issues with the system’s workflow or process, it may be resolved right away.
2.
For issues concerning system errors/bugs, the system update will be given to the client within a day or two. We will allow a designated user to test the system prior to system update deployment. If the problem has been fixed, the system update will be installed.
3.
For issues concerning an additional system feature, the system update will be given to the client within a week or two depending on the client’s level of concern.
IT Support & Helpdesk Services Workflow
1.
CDS IT Support will review and investigate the system issue through phone call/message/remote desktop support.
2.
CDS IT Support will assess the client’s concern. Wait for a scheduled time for the issue to be resolved or the system update to be given.
2.1
For issues with the system’s workflow, it may be resolved right away.
2.2
For issues concerning system errors/bugs, the system update will be given to the client within a day or two. We will allow a designated user to test the system prior to system update deployment. If the problem has been fixed, the system update will be deployed.
2.3
For issues concerning an additional system feature, the system update will be given to the client within a week or two depending on the client’s level of concern.
3.
CDS IT Support will notify the client for the system update’s availability.
3.1
The client must respond following the system update. If no client acknowledgement will be given within 24hours, we will assume that the problem has been fixed and resolved.