Logging support tickets on behalf of Partners

Logging support tickets on behalf of Partners

Revisions
Revised by
Dan Martin
Nature of Update
Confirmed this is still active process
Date of Revision
8/12/2021'


 Revisions

Revised by
Dan Martin
Nature of Update
Confirmed this is still active process
Date of Revision
8/12/2021

Logging support tickets on behalf of Partners

We understand that partners will occasionally raise support requests directly with other team members within rhipe. 

When this is the case please, to ensure the ticket is tracked and a timely response is provided, please forward the email to the appropriate email below, cc’ing the person who raised request with you.  This will automatically generate a ticket in our system.  When these tickets are raised the same Service Level Agreements will be applied as when the Partner emails the support team directly.

Important: Although this process is available – the preference is to have the Partner/Customer email the CSP Support team directly for Technical Support.  This avoids potential delays that can be experienced when rhipe team members are not available due to out of hours, illness or leave.

When forwarding a Partner email to partner.support@rhipe.com, please provide the following;

  • A summary of the issue – especially if it is contained across a number of threads in the email.
  • CC the Partner on the email – A member of the support team will manually change the owner of the ticket to this person.
  • Include an acknowledgement to the Partner to let them know that you have raised a support request on their behalf, reminding them contact Partner Support directly for future issues.  Also remind them that if their issue is a P1 they should call our support number as listed on https://support.rhipe.com/portal/home.

Example: “Thank-you for raising this issue with me, in this instance I have raised a support ticket with our Cloud Support Engineers on your behalf.  They will manage your issue/enquiry and respond via email.  Note: To ensure rhipe can respond to issues as quickly as possible, I recommended you contact the Partner Support team directly on partner.support@rhipe.com or call 1300 303 520 (Additional support numbers are listed on https://support.rhipe.com/portal/home).  It is recommended all urgent requests are managed through a phone call.  Please cc me on any requests if you believe appropriate.”

Any queries about this process please let me know.

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