How do I ask Abavus for assistance?

1. Asking for help

Users can create a ticket by simply clicking the ‘Support’ web widget within the My Council Services platform. 

From this widget, the system will automatically populate your name and email address from your User account.   

In ‘How can we help you’?, enter a description of the issue, or question.   In ‘Attachments’ add up to 5 files, these can be dragged and dropped from you PC into field. 

Once completed, simply click ‘Send’. 

On first use, an account will automatically be created for you in the system.

Please note - in order for a ticket to be fully investigated, it is imperative that you provide sufficient information.  With this in mind, we ask all customers to follow a few simple guidelines to ensure that the process is kept as efficient as possible. 

1. When an incident has occurred, check to see if it can be replicated by either yourself or a colleague. It could be a temporary error caused by something as simple as a brief internet disconnection, which can occur when using a wireless connection.

1. 
   If the incident continues to occur for you, it most likely needs passing over to us. When doing so, please ensure that you have provided as much evidence as possible before submitting an iSupport request. This is incredibly useful for our investigations, and can reduce the amount of time in the resolution process. For example:

• Provide the exact steps that you are taking to replicate the issue
• Provide the names of affected system objects (Catalogue, Form, Item, Rule, etc)
• Provide screenshots and/or video footage of the issue occurring, with the page URL and browser clearly visible.  We do not support .msg and 
• Provide the email addresses and/or Account numbers of affected Users
• Provide the login details of affected Users so that we can test directly from their Account, though we understand that this may not always be possible.

2. How this is then managed

Once submitted the ticket will be provided with the appropriate classification and prioritisation by the Abavus support team. 

The classifications are as follows:

Incident - Any disruption or downtime to normal service,

Question - Any questions relating to the system,

Change - Any requests for a standard change to the configuration of your system or an enhancement request.

iSupport will also be enhanced by the use Service Level Agreements to ensure any issues are responded to and resolved within the appropriate timeframes according to classification and prioritisation.  Prioritisation will be based on impact and urgency:-

Service Level Agreements are based on our business support hours.  Business support hours are 9:00 am to 5:30 pm GMT / BST Monday to Fridays and not including any observed U.K. holidays.  * 8.5 hours is considered as 1 working day.

3. How to view and respond to any ticket updates

On ticket creation you will receive confirmation of your ticket via email from iSupport@abavus.co.uk.  You will also receive any updates to your ticket from this email address. To respond to any questions or comments please reply to the email address at any point.  If you require an update at any stage or wish to provide more information please also reply to the email.

Where tickets are set to “Pending” we require further information from you, or we need you to test to see if your issue has been resolved.

Please follow any instructions that we provide, as we need to rule out any possibilities when investigating system problems. 

Please be aware that “Pending” iSupport tickets that have not been responded to for 5 business support days or more they will most likely be closed, as we will assume that the issue has either been resolved, or is of minimal impact to agreed service levels.