A Support Model discussion

Refactor Note

Nazia AKHTAR / Joanne Watson (Unlicensed) - I think its worth keeping a page with details on how the support model was established, I think Naz has some content (here or sharepoint?) and this page should be scanned and if anything is still relevant merged into that

For discussion Alistair Pringle (Unlicensed)

Page Contents:

Description
Scope
User Journey - TBD
Scenarios - TBD
Data Validation Table - TBD
Related JIRA ticket links - TBD
For Discussion & Assumptions - TBD
Agreed Next Steps - TBD

Description

The provision of services that will support the HEE operating model to aide successful completion of functions within TIS.

Component: TIS-738

Scope - Phased Approach

Because there are ongoing discussions to define the scope of the support teams, TIS will adopt a phased approach to support for internal and external users

Phase 1 - MVP

Access to support teams via email / telephone

Phase 2 - Post MVP (dependency on operational team setup)

Access to support teams via email / telephone
TIS based communications systems
Issue tracking
Webchat

User Journey / Support Model

See here for previous discussions

JIRA Ticket

https://hee-tis.atlassian.net/secure/RapidBoard.jspa?rapidView=13&projectKey=TIS&view=planning.nodetail&quickFilter=84

Discussion & Assumptions

#	Item	Comment	Owner
1	Do you agree with the demarcation of services?	Currently, the expectation is that there should be 3 levels of support (1) technical (2) profile related (3) peer support No out of hours support has been agreed to - opening hours for calls 8am-6pm, Monday to Friday; otherwise email	Alistair Pringle (Unlicensed)
2	What number / email address should be displayed as part of the Trainee journey?		Alistair Pringle (Unlicensed)
3	What progress has been made, if any, on the definition of the support model? I understand that this should be a function of change, but who owns this and how do we communicate with them?		Alistair Pringle (Unlicensed)Joanne Watson (Unlicensed)
4	Can we get a definition and component created? Requires discussion with Reuben?		Alistair Pringle (Unlicensed) Joanne Watson (Unlicensed) Reuben Noot (Deactivated)
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