SDMS Training Parnter Support Portal Manual Version 1.0

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1 SDMS Training Parnter Supprt Prtal Manual Versin 1.0 Supprt Services Page 1 f 13

2 Dcument Histry References Dcument Name SDMS Training Partner Supprt Prtal Manual 1.0 Versin Cntributrs Name Ashish Tiwari Psitin Supprt Head Reviewers Name Sanjeevi C Ramachandran Psitin Delivery Head Gvernment Vertical Revisin Histry Date Authr Versin Change Reference 27/07/2015 Ashish Tiwari V1.0 Original Draft Supprt Services Page 2 f 13

3 Table f Cntents DOCUMENT HISTORY... 2 INTRODUCTION... 4 COVERAGE INFORMATION... 4 ACCESSING SDMS SUPPORT... 5 NSDC/SSC PARTNERS SUPPORT PORTAL... 6 ACCESS SUPPORT PORTAL... 6 HOW TO RAISE A SUPPORT REQUEST... 7 STEPS TO CREATE A NEW SUPPORT REQUEST... 7 VIEW ALREADY CREATED SUPPORT TICKETS NOTIFICATIONS BEST PRACTICES Phne Escalatin Matrix Supprt Services Page 3 f 13

4 Intrductin This Custmer Handbk, cmprising supprt infrmatin, plicies, prcedures and cntact details, is a reference guide fr all Stakehlders invlved in NSDC. This Bklet describes hw t cntact SDMS Supprt when yu need assistance, what all infrmatin need t prvide, and track prgress f issue raised till reslutin & clsure. Cverage infrmatin The SMDS Supprt Prgram is staffed with prfessinals adept at handling issues acrss all mdules f SDMS Prcess flws, t attend ptimally t yur supprt requests. Yur queries are handled accrding t the Severity levels cited in this Handbk. Please refer t the sectin Severity Level fr infrmatin n Severity Levels. The Cverage and perating hurs fr SDMS Supprt team is shwn in the table belw: The Talisma Help/Supprt Service will perate daily frm 10 a.m. t 6 p.m. between Mnday and Friday f every week, except n public hlidays (includes lcal and natinal public hlidays) Training Partner Supprt Prtal Link custmer/prtal/3/user/lgin SDMS Supprt Prtal available 24x7 APAC / / Phne Supprt 10 AM t 6 PM, IST Mnday thrugh Friday, excluding public hlidays Supprt Services Page 4 f 13

5 Accessing SDMS Supprt SDMS Supprt Prgramme is the primary Supprt fr all the Stakehlders invlved in the Skill Develpment activity fr Natinal Skill Develpment Crpratin (Here after referred as NSDC) The prgramme is primarily intended t prvide Technical and Functinal Supprt t the Stakehlders wh are directly r indirectly using the SDMS system. The Primary Cntact and Accunt Infrmatin are maintained in the SDMS Supprt with their , Mbile Number and Designatin t ensure the access t varius channels can be prvided t the Stake hlders. Fllwing are the list f Stakehlders wh will have access t the SDMS Supprt Channels. Primary Stakehlders: 1. NSDC Staff 2. Sectr Skill Cuncils 3. All NSDC and SSC Affiliated Training Partners Secndary Stakehlders: 1. Assessment Agencies 2. PMU Team The first step twards cntacting the SDMS Supprt team is by lgging a Ticket t the Supprt Prtal. Prerequisites fr gaining access t the Supprt Prtal. 1. NSDC Staff - Default Access 2. Sectr Skill Cuncil Default Access 3. Mnitring Team Mnitring Head and Key Mnitring Staff 4. Assessment Agency Recmmended Assessment Agencies f Sectr Skill Cuncil 5. Training Partners Lead Cntact and MIS Cntact f NSDC Training Partner. Shuld have access t SDMS Partner Prtal Supprt Services Page 5 f 13

6 NSDC/SSC partners supprt prtal Training partners can raise supprt request and n successful submissin unique issue id will be generated. All tickets raised can be viewed under My Requests (screensht attached) ntificatin will be send n every actin perfrmed by supprt agent n ticket Status f tickets can be tracked nline Access supprt prtal invitatin will be send t Training Partners (Screensht attached) Training partners have t click n Visit Prtal, t create their prfile and generate passwrd Supprt Services Page 6 f 13

7 Supprt prtal lgin page (Access t supprt prtal will be prvided in a separate invite) Hw t raise a supprt request On successful lgin, hmepage will appear. Click n Training Partner Cmplaints (screensht attached) Steps t create a new Supprt Request 1. Click n Training Partner Cmplaint 2. Select the Scheme, Issue Type frm the Drpdwn list 3. Enter the Summary and Issue Descriptin (ptinal) Supprt Services Page 7 f 13

8 4. Click n Attachments if the User wuld like t attach any Attachment if needed (Ex: Screen Sht s, excel file etc.) 5. Click n Create The new Supprt request will be created and shwn alng with the ther requests as Open Status Nte: The Partner r user is suppsed t qute the Ticket Number/Interactin ID fr all future crrespndence An Autmated respnse with the Ticket number is als sent back t the User t his Address in the Prfile. Supprt Services Page 8 f 13

9 View already created supprt tickets Click n My requests n tp right t view requests which are already raised SDMS supprt prtal. The number highlighted will shw tickets which are currently Open (screensht attached) Cmplete list f requests raised will be visible alng with current status There is filter ptin prvided t search request with status as Open, Reslved, Clsed (Screensht attached) When clicked n the ticket, cmplete infrmatin f ticket will pen up. All interactins can be viewed fr the ticket cmmunicatin will als be frwarded frm the system as when status f ticket is updated by supprt agent r any cmment is added by requester r supprt agent Supprt Services Page 9 f 13

10 Ntificatins Supprt Services Page 10 f 13

11 Supprt Services Page 11 f 13

12 Best Practices Fllwing are the best Practices t be fllwed at the time f creating the Supprt requests. It will be help in easier identificatin and faster reslutin f the issue All Supprt requests shuld be lgged as ticket All Partners need t qute their NSDC Registratin Number, available in the Partner Prtal. Always qute the SDMS Supprt Ticket number(applicable if yu are fllwing up n an existing issue) D Nt reply t aut-generated , it is nly fr ntificatin purpse Make use f the Attachment t include the Screen sht, excel files fr easy reference Please describe yur prblem clearly with prper Errr descriptin and steps carried ut. If uplad related errr, please include the Errr details and main data file as an attachment 1. Phne Yu may call via Phne and request fr a reslutin. The SDMS Supprt Engineer will try t reslve the issue via phne, depending n the level f criticality/severity f the issue. If it is nt pssible t reslve the issue via phne, the supprt engineer will revert t yu by . All phne calls are lgged as interactins. Nte: The standard language fr Talisma Supprt is English/Hindi. If yu d nt speak English, r yu have difficulty understanding English, please get the assistance f a clleague wh speaks English when cntacting SDMS Supprt. A Ticket shuld already be lgged using the Prtal befre cntacting SMDS Supprt via Phne. The Supprt representative will ask fr the Ticket Number Phne Supprt: OR OR Supprt Services Page 12 f 13

13 2. Escalatin Matrix Severity and Status Name Designatin L1 Urgent Unreslved Mre than 4 wrking hurs Ashwani Supprt Manager campusmgmt.cm Medium - Unreslved mre than 8 wrking hurs Lw Unreslved mre than 3 wrking days L2 Urgent Unreslved Mre than 4 wrking Hurs Ashish Tiwari Supprt Head Medium - Unreslved mre than 2 wrking days Lw Unreslved mre than 5 wrking days L3 Urgent Unreslved Mre than 4 wrking Hurs Medium - Unreslved mre than 3 wrking days Sanjeevi C Ramachand ran Delivery Head Gvernment Vertical m Lw Unreslved mre than 10 wrking days Supprt Services Page 13 f 13

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