Software Consulting-Customer Support Log Template
If the customer reports a software problem, the customer software consultant should enter the problem into the Software Consulting-Customer Support Log Template. The consultant should determine if the problem is:
- An error or deficiency in the base product; or
- A request for a new feature or enhancement; or
- An error or deficiency in the customized components of the product.
The consultant should act to resolve the problem, updating the activity record in ITSW111-3 SOFTWARE CONSULTING-CUSTOMER SUPPORT LOG, as needed. The Customer Consulting Manager should review, analyze, summarize, and report on consulting activity, as documented in the Software Consulting-Customer Support Log, and submit such a report to IT Management on a monthly basis, at a minimum.
IT Management may identify problems in and recommend revisions to the consulting process as a result of such reports. When the consulting process has been changed, IT Management should review the process within one month, to ensure that prescribed changes have been implemented and are yielding the desired results.
Software Consulting-Customer Support Log Template Details
Format: Microsoft Word 2013 (.docx)
Manual: IT Policies and Procedures Templates
Category: Software Development
Procedure: Software Services Procedure ITSW111
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