Incident Management

Incident management is the process of receiving incoming incidents or issues from the customer and resolving the issue to restore service as quickly as possible. A formal Service Level Agreement is followed specific to each customer as well.

Incident Management Process Flow

1. Customer contacts Skyworth TTG Support Services
2. Skyworth TTG Level 1 Support staff receives the incident
3. If unable to resolve the incident within x minutes, escalates the incident to Skyworth TTG Level 2 Support staff
4. Skyworth Level 2 Support staff work on the incident until resolved and/or if a product bug escalates to Level 3 Development staff
5. Skyworth Level 2 Support staff closes the incident in Skyworth TTG incident system

Process for Incident Submission

There are three ways customers can submit an incident to Skyworth TTG Support Services.

1. By calling a regional telephone number

2. By entering an incident directly into the Skyworth TTG's Support Services incident system at support.skyworthttg.com.

3. By sending an email to support@skyworthttg.com.

Regardless of the method the customer contacts Skyworth TTG Support Services, the customer must provide the following required information in order for the incident ticket to be processed in the most expeditious manner:

1. Subject (one line brief description)
2. Priority (1, 2, or 3)
3. Topic (selectable list of products, general support, etc. via dropdown)
4. Description (detailed description of unlimited length)
5. Customer contact name, phone#, alternate phone#, and email address
6. Number of users affected
7. Environment the issue occurred in, e.g. Production, QA, Development, Test environments
8. Business Impact - this is a free form text field that may be used to help provide information on customer impact.

The incident ticket will then be processed per the customer's Service Level Agreement.

In addition a workflow engine ensures the incident progresses through a defined flow from the time the incident is opened until it is closed including automatic monitoring and escalation of the incident to ensure it's compliant with the customer's Service Level Agreement (SLA).