Customers must have all the necessary information throughout the entire service request lifecycle.

The aim is to deliver the requested new standard configuration, configuration change, or advice within a reasonable timescale. This should follow the Lever 1 – Partner 

1. Customer Contact (Level 1 – Partner Support Team) – Raise a Request

The customer raises a Service request via the designated Level 1 – Partner Support channels (e.g., phone, email, chat, or portal).

The request must include the following details to enable further processing.

Information required from the customer:

• Email Subject / Title: “Customer Company Name” – Brief request description
• Customer Instance: URL of the instance
• Detailed description of the need:
  • New configuration – Specify the type of configuration required and the channels involved.
  • Change of active configuration – Define which channels or parts of configuration and give examples.
  • Consulting – specify a topic of consultation.
• Timeline & Priority:
  • Expected delivery date.
  • Urgency classification (High/Medium/Low) as set by the customer.

2. Log and Categorize

• (Optional) The Level 1 – Partner Support Engineer has a time tracking mechanism enabled while working on the ticket.
• Determines if the request qualifies as a Service Request and assigns it accordingly (either to themselves or another team member).
• (Optional) Logs the request into a ticket, adjusts priority, and assigns an appropriate status:
  • Consulting Activity
  • Change of Setup
  • New Standard Configuration

3. Analyze

• The assigned engineer reviews the request and determines whether they can complete it independently (checked against the Level 1 – Partner Service Catalogue).
• Analyze the request to estimate the time required for delivery (useful for invoicing).

Does this request require Level 2 – Daktela Support Team?

• If so, escalate the Service Request to the Level 2 – Daktela Support Team.

4. (Optional) Customer Approval

• If the estimated workload exceeds 0,5 hours (or based on partner rules), the L1 – Partner Support Engineer:
  • Involve a Partner Sales Representative or request customer approval directly (via phone or email).
  • Logs the approval in the ticket comments before proceeding.

5. Execute the Request

• The L1 – Partner Support Engineer works on resolving the request.

Encountering an issue or facing difficulties?

• If so, escalate the Service Request to the Level 2 – Daktela Support Team.

6. Escalation to Level 2 – Daktela Support Team

• If an escalation is required, the L1 – Partner Support Engineer raises the request via the appropriate channel (typically email to the designated Daktela contact).
• Structure for Escalation:
  • Email Subject: “Customer Company Name” – Brief request description
  • Email Body:
    • A detailed description of the service request or where you got stuck during setup.
    • Customer instance name (URL of the instance).
    • Priority level and required completion date.
• Maintain communication with the Level 2 – Daktela Support Team for any additional information or required cooperation.

7. (Optional) Customer Approval

• If the estimated workload by L2 – Daktela Support Team exceeds 0,5 hours (or based on partner rules), the L1 – Partner Support Engineer:
  • Involve sales representative or request directly customer approval (via phone or email).
  • Logs the approval in the ticket comments before proceeding.

8. Request Completion

• Once the service request has been resolved (by Level 1 or Level 2):
  • The L1 – Partner Support Engineer must notify the customer of the resolution within 1 business day.
  • Update the final ticket comment with a summary of the resolution.
  • If necessary, update the customer’s documentation with changes made.
  • Change the ticket stage to “Closed.”
• If the customer identifies an issue with the provided configuration and contacts the L1 – Partner Support Team for a follow-up, the request and proceed with further adjustments.
• If the issue cannot be resolved at the L1 level, escalate it according to the previous instructions.

9. (Optional) Invoicing

• The L1 – Partner Support Engineer:
  • Reviews and updates the logged time.

Either processes the invoice within the internal system or assigns a task to the sales team to do so (as per partner internal guidelines).