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:

1. Context
2. Details
3. Correct priority

Context

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.

Details

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
• Timeframes
• 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.

Correct priority

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:

1. Urgent
2. High
3. Medium
4. Low

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:

Note

Before disregarding all above steps and just opting for Urgent make sure to read "The Boy Who Cried Wolf".

Submit a ticket

FreshDeskSubmit your ticket here.

Additional information

Response times

Priority	First response	Workaround	Resolution
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 abbreviations

Region abbreviation	Actual endpoint
ASE	Asia
CUS	US and Canada
EUW	Europe
GWC	Germany

Environment abbreviations

Environment abbreviation	Actual endpoint
PROD	Production
UAT	User acceptance
ACC	Acceptance
TEST	Test
DEV	Development