Help
Search…
Types of Support and How to Provide it

Types of Support

Type of Support
Type of Instance
Description
General Support and Technical support
Production
This is the app that all employees log into
Technical Support
UAT
For our Customer and Mumba to perform acceptance testing prior to releases

How to Provide General & Technical Support

Outline

Our Customer's Helpdesk support is the first line of defence for employees lodging General Support queries that may include a variety of usability and/or technical issues. Usability issues can be easily resolved by their own Helpdesk employees acquainting themselves with the app.
If Mumba has integrated with a third party software such as Chris21 or Kronos etc, their teams will be the first to deal with technical support queries related to them that are experienced through internal testing across the Training, UAT and the Production sites.
Most technical issues can be easily resolved by following the “Guide to Troubleshooting Issues” advice. It is only necessary to contact Mumba Support if this advice fails.

Steps for providing General Support

Step 1: Identify the issue – collect information about the issue and its behaviour. Confirm the device and/or application (browser or mobile app) that he user is experiencing the issue on
Step 2: Run through the “General Troubleshooting Guide”; or
Step 4: If the issue has not been resolved, follow the “Contacting Mumba Support” instructions

Steps for Providing Technical Support

Step 1: Identify the issue – collect information about the issue and its behaviour. Confirm the device and/or application (browser or mobile app) that he user is experiencing the issue on
Step 2: Run through the “Technical Troubleshooting Guide”; or
Step 5: If the issue has not been resolved, follow the “Contacting Mumba Support” instructions
Copy link
On this page
Types of Support
How to Provide General & Technical Support
Outline
Steps for providing General Support
Steps for Providing Technical Support