Customer Handbook for Ginesys Care

What’s in it for you?

 We, at Ginesys, are happy to present our new customer support program - Ginesys Care. It is intended to help you get the best out of our software and our service while allowing us to deliver on our promises.

The easy logging and managing of your support ticket will definitely make the new look and feel of Ginesys Care interesting to you. The online portal will allow you to access Ginesys Care from anywhere and provide you real time update on your logged issues. Soon the searchable Knowledge Base, will provide suggestions of self-service articles based on key words and we hope it will be an immense solution provider to you.

So we urge you to go through this manual carefully in your own interest. It will enable you to use the Ginesys Care competently to get resolutions of your issues promptly and comprehensively. Hope you find the manual helpful.

How to log on to the Ginesys Care portal
 

1. Type in https://care.ginesys.in/ in the address bar of your Internet browser (Google Chrome / Internet Explorer / Firefox).
2. Once the website opens just LOGIN using the correct username provided by Ginesys and password set by you. An invitation mail will be sent to you shortly to allow you to set a password for the Ginesys Care portal.
   
   

How to log a ticket through Ginesys Care portal

Once you are logged in to the Ginesys Care portal, the following screen opens up.

1. Click on the Submit a Ticket tab after you logged in to Ginesys Care.

2. Submit a Ticket window appears.

3. Give proper Subject, Description, Attachment of screenshots of the issue.

4. Then click Submit to finish logging the ticket.

5. On successful submission of ticket, you will be taken to the My Area tab where relevant ticket information including ticket – id is displayed.

6. Click the Attachment link to upload any files, screenshots, logs etc. with your ticket.

7. Note: Classification (type of issue) and Priority (order of ticket handling) is system defined. So it cannot be edited.
   
   

   IMPORTANT

   The priority and resolution time of your ticket will substantially depend on the Subject and Description provided by you in the ticket. Please log tickets with meaningful Subject and detailed Description as explained below.

   • Please provide a subject line that is concise and correct, pertaining to the symptoms of the problem or the actual problem itself
   • Do not include unrelated issues in one ticket. It may delay your issue resolution. Please create a separate ticket for each unique issue.
   • If you can describe your problem in simple words, but in detail
   • If you can provide any screenshot of the issue situation.
   • In case of reports, if you can mention the specific report being viewed and the report criteria 
   • In case of error, specifics of your actions that led to the error 
   • In case of performance issues if you can provide your systems detail (i.e. Operating System, Memory and CPU in use)

   The following information if provided would also be very helpful for faster resolution of issues, but are not mandatory-

   • Any record of previous occurrence of similar issue: Please mention any previous solutions offered by the support team for similar issues.
   • Any customization required / or already done in the software.
   • Any steps you have executed on your own, to resolve the issue at hand.
   • Any other remark regarding software or support.

How to track a ticket on Ginesys Care portal

After signing in, click the My Area tab. Under the Tickets link you can see all your tickets

How to update or reply on a ticket on Ginesys Care portal

1. Click on the ticket you want to update or reply.
2. The ticket opens up along with the details.
3. Click Reply/Comment .
4. When you click Reply, the reply editor will appear.
5. Fill the details and click Send. You can also save it as a draft to send later.

How to update your profile through Ginesys Care portal

1. To update your profile, click the link Profile under My Area.
2. Click Edit Profile to edit/update profile. You can also add a picture to represent you – the picture has to be in the following formats - JPEG / PNG / GIF / JPG.
3. Update the details.
4. Save the data.

Note: Please remember to update any change in your contact details (phone number / email-id) immediately after such change takes place.

In the profile section a nice dashboard provides a deep insight to your activities in the Ginesys Care portal over various time periods.

How to change your password through Ginesys Care portal

1. To change your Ginesys Care login password click the drop-down arrow beside the User name on the top right hand side of the profile page under My Area.

2. Click Change Password.

3. Type in the old password, the new password you wish to have and then retype the new password to confirm it.

4. Click Save to make the changes permanent.

How we handle your tickets in Ginesys Care portal

1. Once the ticket is logged by you, the system assigns a Classification and a Priority to it based on the subject line and description of the ticket.

2. Based on a complex matrix of the SLA (Service Level Agreement) with the customer, Priority, Classification of issue and Age of the ticket, it is automatically assigned to an agent.

3. The assigned agent will then establish contact with you based on the contact details you registered with us. Hence we request you to keep your contact details updated.

4. Either the agent will resolve your issue or understand it in detail and pass it to the next level of experts in other departments.

5. The SME (Subject Matter Experts) will then connect and resolve your issue.

6. In case there is some extra-SLA services required, you will be sent a quote from our Accounts Team.

How to provide rating for an issue that was resolved

1. Once your ticket has been resolved, you will receive a mail to notify you of the same and a request for rating the services in that particular instance.

2. Just click on Good or Bad as per your evaluation.

3. You can add a few words to justify your evaluation.
   
   

How to provide Feedback

Once any of the following actions have been taken by us, we need you to provide a valid feedback as to how the actions have affected your issue:

1. Knowledge Article Reference has been provided 
2. Customer Systems Team has been requested to take some action 
3. Workaround Proposal has been provided 
4. Report has been delivered 
5. Application Patching has been done 
6. Data Rectification has been done 
7. Data Recovery has been done 
8. Data Patching has been done

Feedback can be provided the following way:

1. Open the relevant ticket.
2. Click Reply/Comment.
3. When you click Reply, the reply editor will appear.
4. Fill the details and click Send. 

Understanding Ticket Priority

By default the ticket priority will not be set as soon as you raise a ticket. Eventually, tickets will be prioritized based on the Subject and Description you have mentioned. Following are the interpretation of Ticket priorities.

Normal

• Issue Nature:  Degraded functional or operational feature but a workaround is available will be treated as 'Normal' priority ticket.
• Affected Segment: Only a subset of users or non-critical users are affected.

Workstopper

• Issue Nature: Complete disruption of non-critical functional or operational feature or degradation of critical functional or operational feature and workaround is not available.
• Affected Segment: Affects a large set of users or critical set of users.

High

• Issue Nature: Degraded functional or operational feature but a workaround is NOT available.
• Affected Segment: Large set of users or critical set of users (Management, Logistics) are affected.

Low

• Issue Nature: User has an annoyance with a functional or operational feature, but workaround is available. These are typically Includes product questions, feature requests and development issues.
• Affected Segment: Non critical set of users are affected.

Understanding Ticket Status

Open

• Indicates a ticket has been created from any channel and is in progress.
• Typically, either the ticket is just created or it is waiting for action by some agent on some department.

Pending 

• Indicates that the agent is waiting for more information from your (requester) end.
• Tickets with a Pending status cannot be resolved until the requester responds.
• When the requester responds and a new comment is added, the ticket status is automatically reset to Open.

On-Hold

• Working on the ticket got hold as agent is waiting for information or action from someone other than the requester (e.g. third party like EMG, EMR, Loyalty Provider, Billing, Account Manager etc.. )
• It is similar to the Pending status in that an agent can't proceed with resolving the ticket until he receives more information from someone else.
• Example scenario: (typically non-technical reasons) License payment not received, Billing due, EMG, EMR, Loyalty Provider issues.

Solved

• Indicates the agent has submitted a solution and you (requester) as given feedback of issue resolution but closure is pending.
• Reopening a ticket at this state by the customer is allowed 

Closed

• Reopening a ticket at this state by the customer is not allowed. If any how you reopen the ticket in 'Closed' state will be closed again by system.
• This ticket will reach to this state after stipulated time period post issue resolution.

New upcoming features

1. Integrated knowledgebase - The ever growing list of knowledge articles that will allow you to resolve your own issues. Ginesys Care portal will automatically suggest articles based on keywords typed on to the Subject line of tickets. You can also search for articles from the Ginesys Care Home page, by clicking on the Knowledgebase icon or typing in keywords in the search box. We suggest you use the actual error message / functionality for the search to help you get more relevant results.
2. On typing in the subject the portal will automatically suggest keyword based searched articles on the right hand side. These knowledge-base articles will be enhanced and increased in number on a regular basis, so that you would not have to wait in the support queue but can resolve your own issues by using them.
3. The Live Chat - The live chat feature will allow you to get more of your queries handled simultaneously. 
4. The Community Forum - The Community Forum will allow you to search for answers within the closely knit Ginesys community where not only Ginesys Care agents but you as a customer, would be able to help another customer by suggesting solutions/answers to each others' problems. 

How to provide suggestions and escalate issues

Ginesys Care welcomes all suggestions for improvement from you. You can send all your suggestions to suggestions@ginesys.in. We will definitely take note of your proposals.

We are always looking to handle all tickets competently in the shortest possible time. Sometimes despite our best intentions, tickets do take time to be understood and handled. But if you feel for some reason that any issue of yours has not been properly handled then you can send an email to escalation@ginesys.in with the ticket number and the specific grievance of yours. Please remember to add your Ginesys Account Manager in the list of your escalation mail recepients.