anDREa support tasks and responsibilities
Here we describe anDREa support responsibilities.
Responsibilities
- Ensure that the tickets are handled within the set SLA
- Guide and help Support team members with their tasks learned during the support team training
- Provide training for new clients and Support team members
- Helping (new) users with how to use their Workspace, where to find information, and where and how to create tickets*
- Create, manage, delete or archive workspaces*
- New user creation in the admin portal*
- Helping to resolve issues and problems regarding myDRE functionalities
- anDREa support will not interact directly with the end-users*
- anDREa support will not help with software installations within your virtual machines
* these tasks are only performed if this has been contractually agreed upon signing the contract with anDREa, otherwise these tasks are being performed by your organisation's Support Team member
Further reading:
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