Behind the Scenes of a Service Ticket
Take a Peek Behind the Scenes of an MGS Service Ticket
We're going to go behind the curtain and dig into the details of what happens when a service ticket is opened with M Global Services. We break down the steps of our process and dive into the specifics of different types of situations. Jump to any section.
MGS Service Ticket Steps
Ready for the M Global service ticket breakdown? We've broken down what will happen into steps for our purposes here, but in reality, most of the time, it's a process that flows seamlessly. A recurring theme you'll find throughout our service ticket steps is that we like to let our customers sit in the driver's seat and customize the experience to their preferences — staying flexible is one of our secret ingredients!
1. Service Ticket Opened
You can open your service ticket via email, phone call, or through the customer portal — whichever is your preferred method of communication. This part of the process is pretty quick and easy. The service ticket is logged, the help desk is engaged, and an acknowledgement is sent (if the service ticket is opened via email or the portal).
If the service ticket is opened via phone call, there will likely be follow-up emails with log requests, serial numbers, and other details. Learn more about how to expedite resolutions with effective service ticket requests.
2. Triage Begins Almost Immediately
If you haven't already provided logs, we'll ask for them and start making decisions about who to assign (as in which skill set matches the issue), and whatever else we may need to get things rolling. It's invaluable when customers let us know the full extent of the problem and the severity. Learn more about what information to collect and how to keep cool when sh*t is hitting the fan.
3. Troubleshooting/Diagnosis
Once the engineer has been assigned, we will review the information you've provided, such as the logs. (Have you noticed how important those logs are to us??) Often, that is enough to diagnose the issue, but sometimes we need more information, which may involve pictures of the physical system or a remote session. The action plan is created, and we're ready to move on to the next step.
Most of the time, the troubleshooting and diagnosis phase is pretty straightforward, but occasionally a situation may be more complex. Here are our steps for dealing with more complicated issues.
4. Repair Resolved
Now it's time to enact the action plan, and like most areas of service, this is driven by your preferences (and the SLA you've chosen). We'll be scheduling resources and managing parts logistics based on the nature of the issue, how you want it to look, and your SLA.
For instance, some customers prefer to perform simple replacements, such as hard drives or power supplies, while others prefer to have an FE handle everything (if the issue is more complicated, an FE will likely be involved). Parts stocking strategies are also based on your company's individual needs. Some prefer an on-site parts stocking strategy, ensuring parts are available immediately, while others choose a parts stocking plan that involves shipping. While there are some varying factors on how this step is played out, the bottom line is that the part is replaced and the issue is resolved.
5. Verification
Once the issue is resolved, we verify that everything is working. We like to make sure we're all on the same page and confirm that the device is operating normally. Sometimes, especially if the issue was significant, we'll ask for logs after the resolution. Having these logs can be really helpful for us as it gives us a picture of what your system looks like when it's working.
6. Ticket Is Closed
After verification, the service ticket is closed. At this point, we'll debrief internally, taking notes to watch for trends. For instance, if the same issue keeps occuring (such as the same disk failing or continual power failures), we will take a deeper look into logs and provide proactive recommendations.
Pro Tips:
- Reach out to us first. Trying several steps to fix it yourself, especially if you don't or can't share with us what you've tried, will make troubleshooting and diagnosis more complicated and probably take longer.
- On that same note — don't ask ChatGPT how to fix things! We have confirmed that ChatGPT often makes things up and can actually make things worse.
Types Of Issues
The Big Bad: The System Is Down
In a situation where a failure has caused a critical issue, such as a system going down or massive data loss, we've got your back. We generally let the customer drive the urgency and timeline within their chosen SLA.
However, even when the SLA isn't compatible with the issue (for instance, a critical issue happens on an NBD contract), we can usually upgrade, provided parts stocking and other logistics resources are available, for an additional uplift charge. We won't leave you hanging. After resolution, we'll be able to help you plan ahead to prevent similar disasters in the future.
Pro Tip:
If the system is completely down, it's key to ensure there is power to the unit. We'll be checking the power supply, but it will speed things up if you've already checked for potential infrastructure issues, such as power outages, outlet malfunctions, or UPS issues.
Less Critical Failures & Scheduling Repairs: Flexibility Is Key
In situations where a failure occurs either in a non-critical system (such as a device used for archived storage) or in a part that doesn't affect daily operations, you have options for how you would like things to be handled. We recommend opening a service ticket as soon as you notice the issue, even if you plan to schedule the repair for a later date.
Flexibility is our middle name. Whether it's scheduling a replacement time to fit your needs (don't forget, this is still SLA dependent, no 2 AM service calls on a 9x5xNBD, for instance), or creating a customized parts-only SLA with CRUs (customer replaceable units), we try to accommodate however you want your service to look.
Let's figure out what will work best for your environment, and we'll put together a plan.
Pro Tip:
Don't forget to open a service ticket if you have a CRU parts stocking plan and intend on doing the replacements yourself. We still need to know when you've used one of the on-site parts so that we can send you a new one.
Special Projects: Saying Yes
We love saying yes to helping with special projects. Things like migrations, installations, upgrades, and more might be outside your SLA and "hardware repair help", but most of the time, we can still help.
The process begins with a conversation, allowing us to determine what you need and how we can assist.
Some examples might include projects such as migrating from one OEM to another (e.g., from Cisco switches to Brocade switches) or upgrading all the hard drives across multiple 3PAR devices, or installing and configuring newly acquired devices with your current system. It never hurts to ask, because chances are good that we'll say yes.
Pro Tip:
Engage us at the beginning of the project if possible. The project will go smoother if you involve us from the get-go rather than trying to cobble things together. A good example of this is sourcing parts from an unknown vendor. If you've purchased parts from eBay (a big no-no) and need our help with upgrading, we may run into more problems, as the parts can be questionable and may be problematic to configure (we have experienced this on multiple occasions).
Let M Global Help
Need help? Whether you're in the thick of it now and need help, or you are getting your ducks in a row before it hits the fan, we would love to help! We're all about turning challenges into successes and obstacles into opportunities for growth. We love creating solutions for our clients, no matter how difficult the challenge.
We want you to consider us an extension of your team, a trusted resource and an advisor. Fill out the form or give us a call at 855-304-4600 to find out more.
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