Disengaging process

For unassigned support cases, what should be the best path to process disengagement:

• Clarify the desired outcome > Explain our roles as a SEM to set the right expectation > create SME Query to push case assignment > SE assigned and actively working on the case > Ask for disengagement

• Create SME Query to push case assignment > SE assigned and actively working on the case > Explain our roles as a SEM to set the right expectation > Ask for disengagement.

• Explain our roles as a SEM to set the right expectation > create SME Query to push case assignment > SE assigned and actively working on the case > Wait until the SR is resolved > Ask for disengagement

We are working on a GetHelp escalation with a support case and are in direct contact with the customer. We get a confirmation from the customer that the issue has been resolved but the submitter is unresponsive after the first confirmation attempt. When can we start to disengage?

• We need to follow the 3 strikes rule as normal and then proceed to disengage and close the case.

• We don't need to follow the 3 strikes rule. We can send a closing email to the submitter instead of the 1st strike and explain what was done to disengage and close the case.

For redirection request or Out of Scope cases, we can start disengaging when:

• We can disengage immediately, informing the submitter that this is out of GetHelp's scope.

• We need to confirm with the submitters the appropriate escalation route to follow and wait until they have reached out to the correct department and have gotten the issue resolved before disengaging.

• We can start disengaging after confirming with the submitter the appropriate escalation route to follow.

For a 0SR scenario, we can start the disengagement process when:

• The correct SEM has provided the submitter/customer/partner the update that a support case will be required.

• We provided the submitter/customer/partner the update that a support case will be required > SR has been created > Issue got resolved.

• We provided the submitter/customer/partner the update that a support case will be required

We are working on a Volume License remap request, we have just sent the template to the OSM. Can we start the disengaging process?

• Yes, once we received the approval from OSM we can start disengaging.

• No, we need to proceed and disengage only when the process has been completed.