Support

Participants

The Support phase is bro­ken into three sec­tions; Maintain, Enhance and Product Success. Maintain is han­dled com­pletely by the Support team, with sup­port from the Customer Success Consultant as re­quired. Enhance is man­aged by the Enhance Lead and worked on by sup­port de­vel­op­ers within the Support team. The man­age­ment of Product Success is han­dled solely by the Customer Success Consultant, who will iden­tify whether to bring in other ex­perts as rel­e­vant prob­lems or op­por­tu­ni­ties are un­cov­ered.

Support Developers

• Triage is­sues iden­ti­fied through the sup­port ser­vice desk.
• Develop and test ap­pli­ca­tion fixes re­quired through Maintain.
• Elaborate, de­velop and test im­prove­ments iden­ti­fied through the Enhance sec­tion.
• Ensure qual­ity as­sur­ance prac­tices are up­held through­out the whole life­cy­cle of the ap­pli­ca­tion.

Enhance Lead

• Facilitates the en­hance process and all cer­e­monies as­so­ci­ated.
• Responsible for en­sur­ing the process is fol­lowed and trans­par­ent for both the de­vel­op­ers and the cus­tomer.
• Unblocks de­vel­op­ers to en­sure a con­sis­tent mo­men­tum is achieved.
• Creates and de­liv­ers key re­ports and in­sights to the cus­tomer dur­ing and at the com­ple­tion of it­er­a­tions.

Product Owner

• Raises is­sues through the ser­vice desk.
• Defines any de­sired im­prove­ments and work with the Enhance team to iden­tify the spe­cific re­quire­ments.
• Performs user ac­cep­tance test­ing against tick­ets de­liv­ered to the beta en­vi­ron­ment.
• Attends reg­u­lar prod­uct suc­cess con­sul­ta­tions to ex­plore find­ings from pro­ject an­a­lyt­ics.

Customer Success Consultant

• Generate monthly an­a­lyt­ics re­ports.
• Facilitate monthly prod­uct suc­cess catch ups to un­pack cur­rent in­sights.
• Identify and dis­cuss new op­por­tu­ni­ties or prob­lems with the cus­tomer.

Product Designer

• Partake in Enhance elab­o­ra­tion that re­quires de­sign work.
• Ideates on pos­si­ble so­lu­tions to the prob­lem.
• Delivers high-qual­ity de­signs and pro­to­types to ar­tic­u­late the so­lu­tion.