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Workcube Community supports user businesses by referencing 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 service they will provide are as follows.

L1 - First Level Support - Power User, DDU and 1st Level Support Specialist

Problems and requests are met by in-house Workcube experts within the company at the first stage. It classifies, prioritizes, monitors and directs requests reported by users. Our business partners provide first level support to customers who do not have an in-house Workcube expert.

The following procedure must be followed before making a support request.

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

First level support service can be used by remote screen sharing in accordance with KVKK rules. By monitoring the user's usage practice, solutions can be suggested or problems identified.

L2 - Second Level Support: WorkDesk Expert

Our partners are second-level support experts who understand, analyze and provide fit-for-purpose advice on usage assistance and business problems. They act as a kind of translator for the third level support team with the analysis and tests they carry out based on the data received from the customer.

In addition, they follow the documented processes and workflows between Workcube and the customer.

If the second level call is classified as an "information or usage 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 special explanation and instruction is written for the user.

The following procedure is applied for calls classified as errors or requests for improvement.

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, the user's version is checked. If it is an old version, the user is recommended to self-upgrade to the system administrator of the business.
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 informs the user that the error has been resolved and that it 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.
Whether there is an error in the Dev environment or not, he examines the WO's work records under dev.WO and examines whether a similar work is ongoing. If a work is in progress, it goes into the details of that work and compares its findings with the job record that has been opened. He adds additional findings, suggestions, warnings or questions to the flow notes in the job detail and records himself as the person to be informed about the job. In addition, the 2nd level support specialist goes to the call for which he is assigned as the responsible person and associates the job that is already in progress with the job list of the call. If it cannot find a job record, it opens a new job record and moves the problem to the 3rd level.
2. The level support specialist must write the work he/she opened to fix the error or make the suggestion as follows and add supporting evidence.
- Related Page
  URL address of the page where the error occurred or the suggestion was made
- Problems and Findings
  Problems or findings are written in short sentences and understandable expressions in the form of numbered items
- Requests and Suggestions
  Requests and suggestions are written in numbered mitems with short sentences and understandable expressions.
- Result
  Result of the Test: Passed/Failed.
Loom video or screenshots can be added to support the problem definition.
Request and Mockups can be prepared to present the proposal more clearly.
2. level support specialist opens a job record related to the call and moves the call to the 3rd level.

L3 - Third Level Support: Business Analyst Software and QA

Third level experts examine the job records opened by second level experts based on the applications submitted to the call center from first level support specialists and key users. It classifies and adds the solution plan to the work. The process is followed jointly with levels 1 and 2 until a solution is reached. Completed edits are made part of the main solution, passing 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 usage practices, fourth level support specialists mostly provide this support on customer servers. Especially in growing data, processes such as SQL performance, normalization and caching are operations that need to be done specific to the usage practice and the server. On the other hand, services such as security, scaling and backup are provided at the fourth level.

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

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

Each level requires separate expertise and separate certificates.

Work with certified support experts approved by Workcube.

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Nihan Ertugrul - 02/11/2024

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