Support Process

Help Desk – Level 1 – RS Software Responsibility 2, Help Desk logs call on VIPER and does initial triage

1, User Calls Help Desk with issue

Visa CEMEA

RS Software 3, Helpdesk Updates VIPER and passes to Level 2 support

4, Help Desk decides if a Clarity Issue

Yes

No

Clear Technology

5, Pass issue back to Visa

RS with guidance from CT

Clarity Support Triage – Level 2/3 – RS Software 6, Clarity support team receives issue

7, Is this a known issue?

Yes

No

Yes

10, Perform investigation to determine:9, Fix/workaround identified

A) Possible Fix /Workaround B) Component(s) involved C) Priority

No

11, Apply Fix/ Workaround Update VIPER

12, Raise Support Request with Clear Technology

Domain Expert – Level 4 - CT/RS Software Yes

14, Investigate Issue further to identify Fix/ Workaround.

13, Issue in Core Tranzax

No 15, Hotpatch Required

No

16, Apply Fix/ Workaround Update VIPER

17, Requires custom code change

Yes

18, Apply Fix/Workaround Update VIPER

Yes No Yes

19, In Tranzax utilities ? Yes

20, Log details of required change in VIPER

No 21, Workaround identified No

22, Update VIPER

23, Workaround identified

No

Yes 25, Apply Fix/Workaround

24, Wait for change to be made and new release to be deployed

8, Apply Fix/ Workaround Update VIPER