My Support

The incident management portal helps users not only to collaborate efficiently in raising and resolving issues but also to raise queries and change requests. It improves transparency through enhanced user visibility.

Key Objectives

Make it easier for customers, users, and employees to report, follow up on, and resolve incidents.

• CONNECT: Link the user's issue to the concerned team.

• LOG: Register the incident and assign it to the appropriate handler.

• CLASSIFY: Categorize the incident according to urgency, impact, and priority.

• TRACK: As the issue progresses, update the details on the My Support Portal for the concerned teams.

• DIAGNOSE: Identify what has gone wrong and determine the fastest way to recover.

• RESOLVE: Rapidly respond to and resolve user queries in a shorter span when incidents occur, handled by the support team or forwarded to the next levels.

• CLOSE Once the incident is resolved, formally close the record, confirming with users that the service experience is normalized.