Aviation Week Intel & Data

# Internal Escalation Procedures

Escalation procedures to effectively elevate internal account requests & external customer/product problems through the chain of command.

# Customer Support/Training

# Level I Technical Issues

Assistance with low-level password reset/enterprise authentication and initial troubleshooting

# Level II Escalations

For anything broken with functionality (UI, authentication, reports, etc.)

# Product Support

# Support Email Procedure for Content Questions/Concerns

Any escalated question should have Brittany Hill copied in as head of support. The head of support should always be aware of issues and questions that any customer has, and at times might be able to provide some answers quickly.

# Questions around Products:

  • Forecast – Any questions around Forecast should be addressed to Brian Kough.

    • Questions around Fleet Content (Commercial you can copy in Dan Williams. Military you can copy in Craig Caffrey).
    • Questions around MRO Content copy in Craig Caffery. If the question is around functionality copy in Shambo.

  • Fleet Discovery Civil – Questions around Fleet Discovery.

    Questions about building a report or getting to data should be addressed in an email to Brittany Hill.

    • Questions around Fleet content should be addressed to Terra Deskins with Dan Williams copied in.
    • Questions around something not working correctly (reports dashboard) should be addressed to Shambo.

  • MROP - Any questions around MROP should be addressed to Brian Kough.

    • Questions around contracts copy in Andy Webster
    • Questions around something not working or functionality copy in Shambo.

  • AWIN - Any questions around AWIN should have Rick Little copied in as product owner.

# Account Support

# Billing

# User list Reports

# User list Updates

# Trial Set-Ups

Note

Official authorization from Thom Clayton and a proper SalesForce Event set-up (with dates) are required before contacting the provisioning team.

← Product Trials Process →