FAQs for SLA Clients
This page provides answers to the most frequently asked questions from our new and existing Service Level Agreement ("SLA") clients at Command Prompt.
Getting Started
Q. How do I set up access?
A: A Redmine ticket will be created by a Command Prompt Project Manager (PM) or SysAdmin requesting access credentials. This email contains important information on how we securely access your environment. Please refer to the “Sharing of Sensitive Information” section in your company’s wiki.
Q. Can you provide your technical staff information?
A: Personal employee information is considered confidential and as such will be shared only as required and with those who need to have access to such information. Phone numbers can be shared for authentication purposes only, and these details must not be used for any other means.
Communications
Q: How can I schedule a call with a technical team member to discuss our project?
A: You can request a call by creating a ticket and assigning it to Tiffany Gustanski, Assistant Project Manager. Please provide advanced notice of at least 5 business days if possible. Please be aware that time on a call for technical support is billable.
Q: How can I get a hold of a technical team member in the event of an emergency?
A: Our emergency procedure is here. Please follow this procedure to notify our on-call staff. You can also find this at the top of your Redmine Wiki page.
Q: What is the expected response time to a ticket request?
A: We will respond to the initial ticket request ASAP and within one business day to confirm receipt of the request. We will follow up with scheduling and resource information accordingly. If your request is urgent, please follow the emergency procedure to notify the on-call staff.
Q. Who should I assign a new ticket to? Should I set it to “New” or “Feedback”?
A: Assign new tickets to a Project Manager. They are currently Amanda Nystrom and Tiffany Gustanski.
Q: What are the confidentiality practices of Redmine?
A: We consider all documents and content on Redmine confidential. If there are individuals on your team who should not have access to the details discussed, do not add them as users.
Q. If I have been in the process of communicating with a technical team member, can I re-assign the ticket to them directly?
A: If it is for knowledge transfer, you can reassign accordingly. If it requires action, the ticket may be subject to evaluation by a PM.
Q: Should I mark a ticket Resolved or Closed?
A: When a ticket has been completed successfully according to the original goal(s), one of our Command Prompt Project Managers will mark it as Resolved. When it is either requested to be closed by the client or there has been an issue that has hindered the successful completion, a Project Manager will mark the ticket as closed. The client is invited to update the ticket status according to these criteria as well.
Q. We’ve received a PSA from Command Prompt. What is the expected response?
A: We routinely send out PSAs that are vital to ensuring the security and stability of our clients’ database environments. If you do not require assistance, you can acknowledge and close the ticket. If you need clarification or support, let us know, and we will follow up.
Q: May we use chat to initiate urgent work?
A: Please submit a Redmine ticket first. You may link or reference the Redmine ticket in your chat communication. All work requests require a ticket. Please be aware that time in chat for technical support is billable.
Q. Can we use Slack as an alternative communication method?
It is the Command Prompt policy that Redmine be our system of record, and it is how we assign, schedule, and manage work internally. So while a swap is not something we'd allow, we're happy to try utilizing both. Please understand that would mean duplication of record-keeping involved, as in our team members would update Redmine and copy to your communication channel or vice versa, which would be billable.
For Slack, that is a common practice among our clients. We would need to be added as guests since we do not use Slack for our organization. Everything discussed in Slack would also be documented in Redmine.
If you agree to move forward with these requirements, we'll provide a list of our team members and their email addresses via ticket.
As a reminder, you can create a ticket by emailing <<NAME>>@commandprompt.com, and a reply to a notification via email will update the related ticket.