MYOB Recommended Support Case Escalation Process - Enterprise

Good Afternoon

 

Prior to the release of MYOB Phoenix and the Phoenix Partner Portal the communication below was sent to all Enterprise Partners advising of the recommended way to escalate a case either sitting with, or being managed by the ERP Support Team.

 

This superseded the narrative that has been part of the MYOB Service Request Flow and Escalation Process - page 10, 2.1 (attached).

 

Can I please ask that you refresh and cascade this information through to your teams as this will now be tightly enforced across Enterprise. 

 

In the forthcoming Phoenix environment the process for escalations will be changing.

 

Currently escalation requests come directly to the ERP and Payroll Support Manager, Account Management or in fact multiple stakeholders. These will now need to be directed to the general support team who will adjust the area/sub-area of the ticket to reflect an escalation, include supporting reasoning and/or documentation and then check a new escalation setting in the interface. This will automatically email a notification to the ERP and Payroll Support Manager as well as the Support Delivery Manager.

 

The details will be reviewed and followed up via a phone call to the requestor if applicable to acknowledge receipt, discuss the finer details and recommend a course of action moving forward.

 

As a general reminder to partners, a request to increase the severity and priority of a ticket does not have to be done via an escalation as there has always been a standard process in place for this type of request and should be the first option explored. This remains unchanged in Phoenix.

 

Mark Trumper

ERP and Payroll Support Manager - Enterprise