Once the support request is logged in this Ticketing Portal (via WebForm or via Chat), CSS Team will follow the below ticket flow:
- The first layer of this process consists on validating who is the requester and if this one is entitled to receive support.
- The second layer it consists on validating all the mandatory information provided by the requester in the webform (e.g: end user company name, onmicrosoft domain name, incident priority, scope, etc...)
Important: if in one of the two above mentioned step there is a failure, the support request will be closed and it will be explained why support can't be provided.
CSS engineer will start analyze the issue and perform the initial investigation/questions in order to find the root cause and consequently provide the proper resolution steps. Depending on the nature/complexity of the issue, CSS engineer can also request to schedule a remote session with you in order dive deep and analyze in real time the issue with you.
3. L3 MICROSOFT ESCALATION (when required):
After the initial troubleshooting performed by L1&L2 CSS engineer, the nature and complexity of the issue might require Microsoft intervention. In this case, CSS assigned engineer will proceed raising a support request to Microsoft accordingly to the priority/impact of the experienced issue.
Please refer to What if my support request will need an L3 Microsoft support escalation?
CSS engineer will always work as main point of contact in the thread and will act as in case of any lack of communication or actions from Microsoft side.
Please note: Once a ticket is raised to Microsoft, the support delivery ownership is entirely on Microsoft policy and procedure. CSS Team will constantly follow-up the escalated ticket until the resolution, however, the issue resolution is completetly depending on Microsoft support.
Important: Microsoft engineer during the troubleshooting will check if the issue in falling into the Cloud or On-Premise scenario. In case Microsoft engineer will confirm the issue is falling into the On-Premise scenario and you do not have purchased the On-Premise addon in StreamOne Marketplace, you will not be entitled to receive support and consequently your support request will be closed.
Once the issue is solved, CSS engineer will ask you the confirmation in order to proceed with the ticket closure.
Please find below a diagram with all the above mentioned steps: