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 3: Run through the “Dealing with Error Messages & Issues Guide”

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 3: Run through the “Kronos and Chris21 Troubleshooting Guide”; or

Step 4: Run through the “Dealing with Error Messages & Issues Guide”

Step 5: If the issue has not been resolved, follow the “Contacting Mumba Support” instructions