This page provides a comprehensive overview to help you get started and contact our support team. You’ll find instructions for submitting a request. Additionally, we outline various support channels and expected response time. Our goal is to ensure you have all the resources you need for a smooth experience with Link Development’s Operation Center.

Standard SLA

The below SLAs may change if the incidents will be subject to a support SLA from vendor.

Service Level Agreement Considerations

 

Operations Center Channels

There are three methods available for submitting a case

  1. Phone Call
    • KSA Number: 0543419229
  2. Email
    • To raise a ticket via email, send your request to [email protected].
    • Include relevant details such as the issue description, priority, and any supporting information.
  3. Web Portal
    • Open the Jira Service Management portal using the following URL: https://linkdev.atlassian.net/servicedesk/
    • Sign in with your registered email address.
    • Once logged in, you’ll see three types of requests:
      • Incident: For reporting unexpected issues or problems.
      • Service Request: For new requests.
      • Change Request: For requesting changes to existing services or processes.
        1. Incident
          • You are required to complete the summary and description fields, choose the urgency level, and attach any relevant files or screenshots for more details.

          • After creating the ticket, you will receive a confirmation email.
          • When the ticket is resolved, you will receive an email notification.

Incident Management Process

  • Step 1: Incident logging.
  • Step 2: Incident categorization.
  • Step 3: Incident prioritization.
  • Step 4: Incident assignment.
  • Step 5: Task creation and management.
  • Step 6: SLA management and escalation.
  • Step 7: Incident resolution.
  • Step 8: Incident closure.

RCA Process (Root Cause Analysis)

1- Define the Problem

Start by clearly defining the problem. Create a detailed problem statement that includes the who, what, where, when, and extent of the issue.

2- Collect Data

Gather all relevant data about the problem. This includes logs, error reports, user complaints, and any other information that can shed light on the issue.

3- Identify Possible Causal Factors

Analyze the data to identify potential factors that could have contributed to the problem. Map out the sequence of events that led to the issue.

4- Determine the Root Cause

Using the identified factors, employ techniques like the “5 Whys” to drill down to the underlying cause of the problem.

5- Prioritize the Causes

Evaluate the potential causes and prioritize them based on their impact and the likelihood that they contributed to the problem.

6- Develop Solutions

Brainstorm and propose solutions that address the root cause. Ensure that these solutions can prevent the recurrence of the problem.

7- Implement the Solutions

Put the chosen solutions into action. This may involve changes to processes, policies, or systems.

8- Monitor the Results

After implementation, monitor the results to ensure that the problem has been effectively resolved and does not recur.

9- Document Everything

Maintain detailed records of the major incident process, findings, actions, and outcomes. Use Link Development’s RCA template to share with customers. This aligns with best practices, integrates with IT environments, enhances analysis, and improves performance. It’s an approach that focuses on addressing the root cause rather than just the symptoms.

 

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