Internal Request Management Branch Network Office/Representative Service Product Support Team Office Department Product Support Product Support Onsite Engineer Service Operation Engineer (Tier-2 Manager (Tier-2 (Tier-1 Support Product Module Mode Support support group Engineer Director Engineer) leader) Report ● Accept Assign Support ● Engineer Initial Support ● Submit Progress ● Report Edit Detailed ● Info for SLA ● Change Validate SLA ● Change Internal Apply for consultation, Escalation outsourced (trigger a tier-3 ● unit problem, internal documentation request ticket) problem, Apply for technical Transferring ● assistance Group Validate Transferring ● Group Apply for ● Suspension Validate ● Suspension Apply for Cancelling ● Service Validate Cancelling ● Service Apply for ● Ticket Closure Validate Ticket ● Closure
Internal Request Management Branch Office/Representative Office Network Service Department Product Support Team Service Module Operation Mode Onsite Engineer (Tier-1 Support Engineer Product Director Product Support Engineer (Tier-2 Support Engineer) Product Support Manager (Tier-2 support group leader) Internal consultation, outsourced unit problem, documentation problem, technical assistance Report ● Accept Assign Support Engineer ● Initial Support ● Submit Progress Report ● Edit Detailed Info ● for SLA Change ● Validate SLA Change ● Apply for Escalation (trigger a tier-3 internal request ticket) ● Apply for Transferring Group ● Validate Transferring Group ● Apply for Suspension ● Validate Suspension ● Apply for Cancelling Service ● Validate Cancelling Service ● Apply for Ticket Closure ● Validate Ticket Closure ●