How do I get help with the SitePro software applications as an internal employee?

Where to start for support

Reach out to any of the following resources for assistance.  If they are unable to answer your question or you need specific help with the software, follow the Support Procedure below.

• Description?? - Casey Hall 
• Customer Success - Kallie 
• Training - Britt
• IT Helpdesk - ithelpdesk@sitepro.com
• Project Management - Josh Teague  
• Engineering - Greg

Support Procedure

What happens when you send a message to software support?

1. Receive issue, feature request, inquiry, etc. and item tracking
   1. Emailed to softwaresupport@sitepro.com
      1. Jira item automatically created
      2. If necessary information to research/resolve issue is not provided, it will be requested before moving forward (required fields are in line with bug bounty https://sitepro.atlassian.net/l/cp/P75ijHy9)
   2. Slacked in Bug Bounty channel
      1. Jira item manually created and linked in reply
      2. Full Bug Bounty procedure can be found here
   3. Slacked in other channel or DM
      1. Jira item manually created and linked in reply
2. Triage of Software Support Jira queue
   1. Review new items daily
   2. QA/Product take ownership of an item by self assigning
   3. Mark the notify flag and populate the notification contacts (reporter of the issue and any other applicable contacts)
   4. Populate the department where the request originated
   5. Research item 
      
      1. Determine if development resources are required
         1. Yes
            1. Move item into respective Jira development project and sprint or backlog, assigning appropriate issue type and priority
            2. Contact employee to let them know the item has been moved to development and the expected completion, if known
            3. Once completed, employee will be notified
               1. Notification List - A daily Jira report used to identify those items that have been resolved/completed within the last day. For those tickets that have been flagged to notify users, we will contact them to let them know that their issue has been resolved with the build deployed on X date.
         2. No
            1. Training needed
               1. Email Training (Britt) with item details
               2. Notify employee to let them know they will be contacted by Training
               3. Resolve item as Training 
                  1. Training list - A Jira report can be run for Training to view issues related to training. This will allow them to have insight into potential training needs.
            2. Easily resolved issue
               1. Resolve issue for the employee
               2. Resolve item as Fixed noting the resolution  

1. 1. 1. 1. 1. Not fixing/changing
               1. Notify employee that the issue will not be fixed/changed
               2. Resolve item as Won't Fix noting the resolution  

1. 1. 1. 1. 1. Nothing to do 
               1. Notify employee if needed
               2. Resolve item as Nothing To Do 

Frequently Asked Questions