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English Test for Level2 TSA

By Phillip Johnson,2014-10-10 20:10
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English Test for Level2 TSA

Support Policy for XYZ Company:

    1. For very old version of product, it is classified as unsupported. What the support centre

    do when receiving ticket for unsupported product is to provide best effort support, which

    means to say that the support team will search existing knowledge database and provide

    a solution if one exist. There is no capacity to reproduce the problem or create a patch.

    2. The company’s R&D team has absolute discretion on whether an issue is a bug or as

    designed. If it is a bug, a defect will be raised and will be fixed in current version. If it is

    as designed, it will be classified as enhancement request which will only be looked into in

    future release.

Situation 1:

    Customer reported an issue against a product that was released many years ago, which the company has terminated support service more than a year ago.

Task 1.1:

    Being a support analyst from XYZ Company, how do you approach and handle this problem? Please describe how you will handle such situation.

Task 1.2:

How will you communicate to customer? Please write an email to the customer in response to

the issue raised.

Situation 2:

    Customer reported a problem. Upon investigation from R&D, it is as designed and will be looked into in new release. However, you have just received an email from customer requesting for the issue to be fixed in current version.

Task 2.1:

    Being a support analyst from XYZ Company, how do you approach and handle this problem? Please describe how you will handle such situation.

Task 2.2:

How will you communicate to customer? Please write an email to the customer in response to

the request.

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