OnSumaye Support System - FAQ

Each support request is added to our database and tracked for our response time, resolution time and quality of service. This helps us improve our support process to provide you a better service.

You can access Onsumaye’s support site by clicking on the “Onsumaye Support” link (such as the one shown in the image) that can be found on your portal page.

You would have landed on the Home page of OnSumaye's support system. You can pick your project from the list on the right side of the screen, under "Latest Projects" or the drop down menu to the right of the title header "Support Projects" or by clicking on the "Projects" tab on the top.

The Overview tab
The Project overview will give you an overview of the whole project. On left upper side in the Issue tracking area you will get an overview of how many task are open and closed for each tracker specified for the project.

The Activity tab
The Activity page will give an historical log of all activities which had happen in the given project.

Using the checkboxes in the sidebar of the right, you can choose which items are displayed.

The Issues tab
Issues are the heart of the support system. An issue is bound to a project, owned by a user, can be related to a version, etc.

Listing of the issue

From a selected issue page, you can see the work in progress that is done to fix the issue. The messages are displayed in chronological order, (to change the order - see the setting in 'My Accounts'). It is possible to quote others' messages as well as to edit yours.

Adding a new issue
To submit a new support ticket, choose your project from the drop down menu above and then click on New Issue

You can find information specific to your project under the Documents section of your project.

It takes you to the "My Page" page where you can customize your view of filed issues. Use the "Personalize this page" link in the top right corner.

You can file a ticket through an email just by providing a couple of information. Here are the steps involved in the process-
Draft an email, and please ensure that it MUST contain the 'Project' keyword.

Example:
Project: Project Name
(Any text below the Project Name, will go in the Description of the ticket)

Once the ticket is created on the system, you will receive an e-mail in your mailbox confirming the ticket creation with the ticket ID.

Replying to the email notification from the support system will result in updation of ticket. Here are a few examples:

1. Adding note to the ticket
   
   You need to reply to the email received from the system and writing your note in the body of email.
   



2. Changing the status of ticket
   
   You can simply reply to the email by writing Status: Feedback/Closed/Rejected
   

For each update you do to the ticket, you will receive an email confirming of the same.

Ticket creation and updates can be done through email conveniently. Please look at the below table for what you can and cannot do.

Things you can do through email

If you type…	What happens
Project: (Project Name)	The ticket gets created and added to the corresponding project
Status: Closed	The status of the ticket gets changed to Closed
Status: Feedback	The status of the ticket gets changed to Feedback
Status: Rejected	The status of the ticket gets changed to Rejected

Things you cannot do through email

1. Adding updates/notes to the existing ticket through email by adding the Project keyword to the mail.
   *Updates through email can only happen by replying to the email you receive from the system on the ticket.


2. Change the priority of a ticket.

To edit the issue, Click Update link (having a pencil icon) at the top or the bottom of the issue page. You can then change any of the fields, for e.g., Status, Priority, Description etc.

To 'watch' a particular issue, please click on that issue and then select Watch start icon on top right side.

To copy an issue, please click on that issue and then click on 'Copy' icon on top right side.

Expectations for the newly filed Ticket
After submitting a ticket, you can expect an email from the Support team confirming the receipt of the same within 1 business day.

Multiple High Priority Tickets Scenario
If the web team receives multiple high priority tickets for a single day, then the Support team will get back to you with an email (involving all the account holders who have posted the high priority tickets for that day) with an update on the tickets by your start of business.

You can follow the below guidelines for the proper handling of the issues-

1. Normal - Normal tickets including new features, requests/edits. On these you will get an update within 1 business day and a general turnaround of 2-3 working days. *Turnaround for scheduled tasks/features will be different based on the project schedule confirmed by the client.
2. High - High priority tickets that have an expected turnaround of 1-2 business days.
3. Urgent - Tickets that need urgent attention from the Support team and need a resolution within 1 business day.
4. Immediate - These are the tickets that may affect the client business and need to be responded at the same time with the proper RCA of the issue. (May need a follow-up call during the working hours PST time)

For such scenarios where the ticket has not been resolved past its expected due date, you can raise your concern to the manager of that project.
You can get the Manager information on the Overview page under Members section. Thereafter, you can send an email by clicking on that link to request status by providing ticket details in the email.

Our holiday schedule may increase turnaround times by 1 to 2 business days. Please click here to view our holiday schedule for this calendar year.