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Stage 1
Issue Identification Stage
Clients identify application problems, reach Piccosupport through the portal for existing clients or create an account for new clients, and raise a ticket to initiate support.
Read moreStage2
Ticket is Raised
Once a ticket is raised, Piccosupport assesses the issue, providing quotes for straightforward cases, or arranging discussions for complex issues, based on client clarity.
Read moreStage 3
Triage Stage
Piccosupport analyzes issue complexity, categorizing it as low, medium, or high. Low complexity issues receive quotes and move to the Pre-Implementation Stage; medium/high may require further analysis.
Read moreStage 4
Pre-Implementation Stage
Issue resolution scope, terms, quotes, and ETAs are agreed upon by the client and Piccosupport. A single point of contact (SPOC) is designated, and implementation setup is arranged.
Read moreStage 5
Implementation Stage
The development team initiates issue resolution while SPOCs facilitate the process, ensuring a successful resolution and client satisfaction.
Read moreStage 1: Issue Identification Stage
What Happens
You realize there is something wrong with your application
Input
Either you know there is a bug or you find that something was working before and now it is not working
Output
You want to find a development partner who can fix the issue. They contact Piccosupport.
- If you are an existing Client : You direct raise a ticket on the Piccosupport Portal, to which you have the login credentials.
- If you are not an existing Client : Through our branding strategies, you might learn about Piccosupport. Piccosupport’s team educates you about the dedicated Support Portal – Piccosupport. They create an account on Piccosupport portal or you create it yourself.
- Raising a Ticket :Through email or phone contact, Piccosupport’s team gathers information, understand your requirement and create a ticket OR you create a ticket on the Piccosupport portal yourself.
Stage 2: Ticket is Raised
What Happens
The Ticket is raised.
Input
Two Scenarios :
- Either you are very clear about the issue you are facing and the resolution you are expecting; OR
- You rely on Piccosupport’s team to look into it and offer appropriate and necessary support.
Output
For both the scenarios :
- In the first case, a quotation for implementation will be provided to you directly as the details you have provided is straight forward, for which the potential action for resolution is already known.
- In the second case, a discussion will be arranged to delve further into the issue you are facing.
Stage 3: Triage Stage
What Happens
Post all the required information about the issue, this will be moved to Triage Stage and that’s the Analysis Stage. During the analysis process, Piccosupport team will categorize the issue based on its complexity – Low, Medium and High.
Input
Two Scenarios :
- In case of Low Complexity Issue, we will provide you with the quotation for implementation and the issue will be moved to the Pre-Implementation Stage.
- In case of Medium and High Complexity Issues, a further analysis will be required then a service or consultation fee will be charged at this stage.
Output
In case of Medium and High Complexity Issues, a report will be prepared and provided that includes the details on the underlying issue, required resolution actions and the impact on the application, post resolution actions.
Stage 4: Pre-Implementation Stage
What Happens
The scope for the issue resolution will be defined.
Input
Based on two scenarios in the Triage Stage :
- As per the first scenario, the Client and Piccosupport team agree on the resolution terms, quotation and the ETA.
- As per the second scenario, in the detailed analysis report, along with the terms and ETA will also be defined.
Output
Client and Piccosupport Team agree on the terms. The SPOC for interaction from both the parties’ end will be finalized and the entire set up for implementation happens.
Stage 5: Implementation Stage
What Happens
Implementation of the issue resolution will begin.
Input
The Developers work towards the resolution of the issue. And, the SPOCs coordinate with each other for smoother on-going of the process.
Output
The Issue gets resolved and the Client is happy.
