Workcube Wiki

Project Survival, Support Services, and SLA

Workcube Community supports user enterprises by reference to universal standards. Support services are provided with SLA - Service Level Agreement in ITIL standards. Both Workcube user businesses and authorized and certified business partners providing Workcube support services must comply with these standards. The responsibilities of support service providers and the level of support they will provide are as follows.

L1 - First Level Support - Power User, DTS, and Level 1 Support Specialist

In the first stage, the problems and demands are met by the in-house Workcube experts within the company. It categorizes, prioritizes, monitors, and forwards requests reported by users. Our business partners provide first-level support to customers who do not have in-house Workcube experts.

The following procedure should be followed before a support request is made.

There are rules to be considered when making a first-level support request.

In the first level support service, it can be used by remote screen sharing in accordance with the Law on Protection of Personal Data rules. By following the user's usage practice, solutions can be suggested or problems are detected.

L2 - Second Level Support: WorkDesk Expert

Our partners are second-level support professionals who understand usage assistance and business problems, analyze and provide relevant advice. They act as a kind of interpreter for the third level support team with the analysis and tests they make based on the data received from the customer.

In addition, it follows the documented processes and workflows between Workcube and the customer.

If the second level call is classified as "information or user assistance" request, the wiki and work tips library are examined. If there is help content in the library, it is sent to the user with a user-specific explanation. Otherwise, a user-specific explanation and instruction are written.

The following procedure is applied for calls that are classified as errors or for which a request for improvement is made.

  • The second level support specialist creates a test case according to the usage practice in the user system.
  • If there is no error in the release and the user's version is checked. If it is an old version, it is recommended to self-upgrade to the system administrator of the user enterprise.
  • If there is an error in the release, it goes to the QA environment and applies the same test case in the QA environment.
  • If there is no error in the QA environment, the 2nd level support specialist notifies the user that the error has been fixed and will come with a new version.
  • If there is an error in the QA environment, the 2nd level support specialist goes to the Dev environment and applies the same test case in the Dev environment.
  • In the dev environment, with or without error, he/she examines the WO's task records under the dev WO and sees if similar work is in progress. If a work is in progress, he/she goes to the details of that task and compares the opened task record with his/her own findings. Adds additional findings and suggestions, warnings, or questions to the flow notes in the task detail and registers himself/herself as the informant of the task. In addition, the 2nd level support specialist goes to the call to which he/she is assigned as responsible and associates the task already in progress to the call's list of tasks. If he/she cannot find a task record, he/she opens a new task record and moves the problem to level 3.
  • The 2nd level support specialist should write the work opened as follows and add supporting evidence in order to correct the error or give suggestions.
    • Related Page
      URL of the page with the error or suggestion
    • Problems and Findings
      The problem or findings are written in numbered items with short sentences and understandable expressions.
    • Requests and Suggestions
      Requests and suggestions are written in short sentences and understandable expressions in numbered items.
    • Result
      Result of the Test: It is written as Pass/Fail.
  • Loom videos or screenshots can be added to support the problem definition.
  • Mockups can be prepared to present the request and suggestion more clearly.

L3 - Third Level Support: Business Analyst Software and QA

Third-level experts examine the task records opened by second-level experts, depending on the applications sent to the call center from first-level support specialists and key users. It classifies and adds the solution plan. The process is followed jointly with the 1st and 2nd levels until a solution is reached. Completed edits are made part of the main solution by going through dev, qa, beta, and release environments.

L4 - Level Four Support: Systems and Infrastructure Specialists

Workcube works correctly when the operating system, database, network, and application server layers work correctly. Factors such as growing databases and physical capacity bottlenecks directly affect Workcube. In accordance with their usage practices, fourth-level support specialists often provide this support on customer servers. Especially in growing data, operations such as SQL performance, normalization, caching are processes that should be done specifically for the usage practice and the server. On the other hand, services such as security, scaling, backup are given at the fourth level.

The right service must be taken for digital sustainability and uninterrupted operation.

The skills of the Workcube business partners you receive service from are regularly measured by Workcube.

Each level requires separate expertise and separate certifications.

Work with certified support specialists approved by Workcube.

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