Application Maintenance and Support

Template

Support is a tricky area to manage in any business, with many issues being reported it can be a mess to organize them all.
The Application Maintenance and Support template is the answer to all these issues. The kanban model gives the manager an effective measure – the number of cards in the template – allowing him to perform at his best.

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Template structure

See how this template is structured. As this is just an example, you can customize it.

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  • 1. Name

  • 2. Email

  • 3. Phone

  • 4. Issues described by the customer

  • 5. ID

Analysis

Here we take a better look at the problem.

  • 1. Possible problem causes

  • 2. How often does the issue occur?

    • Always
    • Occasionally
    • Sometimes
    • Rarely
    • Never
  • 3. Priority

Solutions

Studying and trying out solutions.

  • 1. Is there a ready-made solution for the problem?

    • Yes
    • No
  • 2. If so, what is it?

  • 3. Possible solutions

  • 4. Was the solution tested?

    • Yes
    • No
  • 5. Type of maintenance applied

  • 6. Solution to be delivered

Feedback

  • 1. How is feedback to be provided?

    • Email
    • Website
    • App
    • Phone
    • Other
  • 2. Customer's feedback

  • 3. Was the solution successful?

    • Yes
    • No
  • 4. How difficult was implementing the solution?

    • Difficult
    • Average
    • Simple
  • 5. Overall feedback

    • Great
    • Good
    • Average
    • Bad
    • Awful

Solved

Relax, the problem has been solved.

Unsolved

Unfortunately, the problem persisted.

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Do you have a specific process to manage: