New Black Support
New Black Support can assist you with help & implementation questions or incidents. Please read this document carefully as this outlines how support tickets should be submitted. New Black support engineers expect a certain quality of tickets. This quality ensures we can get to solving tickets as fast as possible, without first having to increase the ticket quality.
A decent support tickets consists of three parts:
- Correct priority
When submitting a ticket, you are first presented with an array of fields to fill out. These fields are designed to give us an idea of the context within which your ticket exists. Having this context again helps us towards a solution faster. Fill out as many fields as you possibly can, skipping some fields for the sake of time will negatively impact the speed with which we can help you.
After all contextual fields, tell us your story. Describe exactly what is wrong, and give as many details as you possibly can gather. These details include, but are not limited to:
Mandatory for incident tickets;
- Executed troubleshooting steps by your IT support
- Version numbers (POS, CAPP, Suite, Admin)
- EVA Environment (test, uat, acc, prod)
Optional in some cases;
- Transaction IDs (For instance order numbers)
- Organization Unit ID's
- Discount ID
- Stencil ID
- User ID's
To include the service names payloads/responses, that are relevant to your ticket please follow the below steps.
This works in all common browsers (e.g. Edge, Chrome);
- Right-click your browser page
- Select Inspect
- Navigate to the Network tab
- Perform your operation again and collect the relevant info by copying it, making a screenshot or screen recording
The service that gives you an error will be marked red. Clicking this service will allow you to view its headers, request and response. Include these in your support ticket.
Although every issue is important, some are more urgent than others. To ensure the best possible response time and resolution for your support tickets, make sure to set the correct priority on your ticket. We triage every ticket regardless of the priority, over classifying the priority will result in a longer processing time. For High priority tickets make sure to also tell us about why this has a high support urgency.
We have four levels of priority:
In order for us to handle all tickets according to their correct priority and/or impact and meet expectations, we need to agree on some clear guidelines regarding picking a ticket priority. To keep it simple, we've set up the following chart for guidance:
Before disregarding all above steps and just opting for Urgent make sure to read "The Boy Who Cried Wolf".
Submit a ticket
|Urgent||30 minutes||2 hours||4 hours|
|High||2 hours||-||Best effort or next business day.|
|Medium||4 hours||-||Best effort or within 2 business days.|
|Low||Next business day||-||Best effort or next sprint.|
|Region abbreviation||Actual endpoint|
|CUS||US and Canada|
|Environment abbreviation||Actual endpoint|