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Acb 3

The document outlines the operational model for handling customer requests between ACB, FTI, and Rackspace. It details the steps from request initiation to ticket resolution, including triage, communication, and feedback processes. Key operational rules emphasize escalation, reporting, and communication protocols among stakeholders.

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Long pham thanh
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2 views1 page

Acb 3

The document outlines the operational model for handling customer requests between ACB, FTI, and Rackspace. It details the steps from request initiation to ticket resolution, including triage, communication, and feedback processes. Key operational rules emphasize escalation, reporting, and communication protocols among stakeholders.

Uploaded by

Long pham thanh
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Operation Model

ACB (Customer) FTI Rackspace System / Process

STEP 1

Customer Request Initiation


ACB submits a request via Customer Support Portal.

Request Logging in IMS Platform


Request is logged as a new ticket.

STEP 2

Ticket Triage & Classification


FTI reviews and categorizes the ticket, identifying the
#RAX hashtag.

Hashtag #RAX?
YES NO

STEP 3 STEP 4

Joint Communication Channel FTI Ticket Handling


Collaboration channel (chat, email) is created/updated. FTI resolves tickets without #RAX hashtag
independently.

Joint Collaboration

FTI ACB RACKSPACE

Tickets are synchronized. Team collaborates per SLA.

STEP 5

Updates to ACB
Updates sent to ACB via portal and notifications.

Ticket Resolution & Closure


FTI marks ticket as "Resolved", then "Closed" after
confirmation. Closure is coordinated if Rackspace was
involved.

STEP 6

Automated Feedback & Reporting


Automated report and survey sent to ACB. Feedback is
tracked.

Key Operational Rules

Escalation Reporting Communication


Alerts are automatically sent to higher-level Regular performance and ticket analysis All communication on Rackspace-related
support if Service Level Agreements (SLAs) reports are proactively shared with ACB tickets must include stakeholders from FTI,
are breached. leadership. Rackspace, and ACB.

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