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What happens when you raise a support ticket for AIMS?

When a client raises a support ticket, what happens within AIMS Software Ltd?

A ticket is created and allocated to our internal AIMS user profile dedicated to support, which also immediately sends an email notification to the AIMS support team. The ticket is reviewed by one of the team allocated to the AIMS Support Platform that day. This review process checks the details provided, the type of ticket, the priority and then the AIMS team member decides on the next action, communicating this to the relevant members of the wider AIMS team.

“Our support team is great and are always happy to think of new ways to make our system more efficient, building on experience they have with other customers. If problems do arise, the technical support is always there to help swiftly. “

European Grant Manager, Alzheimer Common European programme

In broad terms a ticket can be one of the following types:

Issue

The ticket describes an issue which needs resolution. The AIMS team may require additional information to aide in understanding and possibly recreating the issue, before being able to investigate. Depending on the issue Development Support may be requested.

Query

The ticket represents a question being asked by the client, which may be dealt with by the AIMS team directly or discussed internally with other team members, or the Development and Product Management teams before providing a response.

Change Requests (CR)

The ticket describes a request for a change to the AIMS grant management system or a request for services (such as training or consultancy). The request will be brought through the internal CR process of understanding the request, defining work needed and finally providing a quote to the client. If the client accepts the quote, then the ticket is scheduled, and assigned to the appropriate resources. Once the work has been completed and approved by the client, the ticket is closed, and details sent to finance for billing purposes.

Service Request

These types of tickets refer to requests made by clients or generated by us, for clients who are hosted by AIMS Software. For example, we might identify that the client’s SSL Certificate is due for renewal or a client might request a maintenance window to carry out configuration changes.  

As part of the AIMS grant management software support function we regular carry out ticket reviews to ensure that any lessons learned are fed back into the process. Also, at regular intervals a ticket backlog review is carried out to follow up on tickets which have not been active to either follow through on additional actions or to confirm resolution and closure.

You can log in to the AIMS Support Platform by clicking here.

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