ADURO Support Request Needs


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ADURO SUPPORT ESCALATION FLOWCHART [email protected]

Eligibility files

Missing biometrics

Rehired employees

If ADURO support escalates something to Data support team, the data team will follow up with user or team member regarding resolution.

[email protected]

Password Reset

ADMIN access questions

Running reports

Deleting users

User Account changes

User issues sent in by HR

Challenge problems

Device tracking

Suspected BUGS

......

[email protected]

Implementation Issues

Massive Outtages

Resets/Snapshots

Feature Requests

SSO Config

Amazon Config

If ADURO support escalates something to Limeade Support we Include all pertinent

will follow it through todetails resolution needed

to triage then close the loop with the accounts team. This entire process is managed in Salesforce so that documentation can be provided upon request.

When to use [email protected] (internal support, goes to all agents) [email protected] should be your FIRST stop in triaging a potential problem or a question. This is also used when you have an important/urgent client update that the entire team needs to be aware of. If it’s a transient update this is all you would need to do, however if it’s a permanent program change please be sure to update Salesforce as well. If it’s not in SF it doesn’t exist. Process: AD sends case to concierge@ with ALL pertinent details needed to triage case —>Concierge notifies AD that they have taken ownership of their case —> Concierge triages and determines whether this is within their power to solve or provide education to AD —> If concierge can’t solve it is sent to [email protected] and the AD is notified it has been escalated 2015

Support escalation process

—> Concierge marks the case accordingly in SF and it is now in reporting dashboard —> Concierge follows case with limeade to resolution —> Concierge notifies AD of resolution. IF there are any cases that can’t be resolved within the normal 24-48 hour timeframe Leah pulls the escalation report every Monday evening and sends to Jacy @ limeade. Tuesday afternoon at 2pm Leah and Jacy discuss all issues that are currently unresolved so that Leah can provide updates to Accounts team on Wednesday morning meeting.

When to use [email protected]:  1. Implementation issues or questions 2. Massive outages that are system wide - concierge should be cc’d on these emails 3. Resets/Snapshot requests 4. SSO configuration 5. Amazon gift code set up/troubleshooting

When to use [email protected] (open a support case in general queue): 1. Member support issues: (will be put in general queue and answered in 24-48 hours) Activation Password reset Missing points Trouble tracking challenges Activity Device issues/questions 2. If the issue has been escalated to you by your HR contact and it is a high priority item then send it to [email protected]. (Will go to each concierge team’s inbox and will typically get picked up and resolved faster.) *we no longer user the Ninja Support email address

When to use [email protected] (opens a support case in data queue): 1. Implementation issues or questions related to eligibility files or data feeds 2. Implementation meetings related to eligibility files or data feeds 3. Biometric issues/missing data/incorrect data, etc. 4. Eligibility issues - missing person, spouse, rehired employees, wrong personal data 2015

Support escalation process

2015

Support escalation process