To the agreed service
What access information is required and who can clarify a release? Tips for getting started with your customer service.
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Three ways to work together.
Choose the area that suits your task. For existing customer services, the access information and contact channels provided apply.
Exchange documents
Coordinate the recipient group, version and transmission route. In this way, project documents remain clearly assignable and accessible in a controlled manner.
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Prepare a request
Describe the affected service, timing and effects. A precise message facilitates queries and further processing.
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Faster to the next step with the right context.
A joint project or service reference helps to assign requests. Therefore, keep the agreed contact channels and the responsible persons at hand. Which portal functions are available depends on your respective service.
Assign Service
Have the project name, affected application and your contact person ready.
Describe your concern
Name the desired action, observed behavior and effects in a comprehensible way.
Use the right path
Use the agreed service point or the protected access provided.
Put ideas into practice
Prepare a service inquiry that can be followed
Describe what you observed separately from its impact. This supports further handling without requiring you to diagnose a technical cause first.
Should I include credentials in a support inquiry?
Do not put passwords, tokens or private keys in the general contact form. Use the agreed protected channel for confidential documents. Access rights and available portal functions depend on your service and approved role.
Three points to prepare
- Observation: What happened, since when and during which action?
- Impact: Who is affected and which task is blocked?
- Reference: Include the project, service or existing reference number.