Day begin check-points

1. Database servers are all up and running . Click here for procedure.
   • Tool: Control Panel
2. The last backup of each database is within 24 hours.
   • Control Panel
3. Disk space check
4. Check pending registrations in classhub that are not pushed to relevant inTennis
5. Voice mails
   • Decide next action
     • Anything to do with issues, or required followup, create a Zendesk ticket for tracking and calls back customers
     • Any internal tasks – use jira
     • inform Director of any other calls
6. Emails
   • Check support emails
   • address all customer related issues
   • add Zendesk or Jira
7. Check jira for specific tasks that are assigned to you.
8. Open a “task” in jira, to record what you do during the day.

Day End

1. Ensure you log out of all systems
2. Laptop turned off and stored in the cabinet.
3. Desk clean

Support Calls

1. Trouble shoot with customer over the phone
2. Or use SportLogic QuickSupport (TeamViewer) to access the customer’s computer
3. Anything to do with issues, or required followup, create a Zendesk ticket for tracking.
4. If issue is resolved straight away, record your task in Jira for tracking
5. If the issue is common, add resolution steps in the internal wiki or public help wiki
6. If there is a bug in SportLogic’s software, log a Jira issue.