Client Services - Standard Operating Procedures

Products

Prime: Ken

PG1001 - Requests for Change (RfC)

Date: 2015-10-21

Description: Clients asking for a coding or configuration changes to an ICOM product/system that cannot be performed through the product's Administrative pages will be forward to Ty in Sales:

• taddison@icomproductions.ca

Date 2017-01-01

Renamed from G1001 to PG1001

Requests for Change (RfC) escalated to the client's Account Manager.

FiLMS v3

PF1001 - Scheduled E-Mail verification

Date: 2015-10-21

Description: Two agents will be required to setup/send emails in FiLMS Instances. One to setup and one to verify. For scheduled emails this test script should be consulted to ensure that the correct number will be sent.:

• eg: http://pennwest.icomproductions.ca/includes/modules/FM_OffsetEmailer2/test.php

PF1002 - FiLMS Support Request escalations

Date: 2017-03-02

Description: Support requests that require an escalation from Support to Tech to go to Jye. In her absence, Chris Petten. As per 2017-08-18 verbal instruction from Jon.

Rewards/High5/ICOMplish

PR1001 Rewards Support Request escalations

Date: 2016-03-10

Description: Support requests that require an escalation from Support to Tech to go to Jye. In her absence, Will. As per 2016-03-10 chat message from Jye.

Deployment

Prime: Ken

D1001 - ICOM Product deployments

Date: 2015-10-26

Description: Sales may request that an ICOM Product course be sent to a client. Locate the latest version of the course here:

• Y:\ICOM Products\
  • eg: Y:\ICOM Products\GHS\export\product\GHS WHMIS 2015.zip

Inform the client that it's a SCORM 1.2 package using only mandatory data model elements.

Date 2017-06-15

Renamed D1001 from S1001

D1002 - Demo portal/SPAT deployment

*DRAFT*

IT

Prime: Art

I1001 - IT Procurement