Customer Satisfaction
FAS Cloud Services is committed to capturing, and responding to, feedback from their customers. Feedback is collected through a variety of channels including surveys and tenant retrospectives. This page will specifically provide a monthly summary of FCS's ratings as submitted through the Jira Service Management ticketing system.
SLO Percentage Met
SLO Percentage Met
SLO Percentage Met
Review Period: 03/01/2024 - 02/31/2024
What Our Customers Are Saying
Chandrajith N.
Keerthi D.
Aaron E.
Keshar K.
We Heard You and We Have Responded!
Customer Issue
Customer requested access to the DataDog tool; however, in order for the access request to be granted on the FCS side, it must first be approved by a supervisor on the tenant side. In this case, it took longer than expected for the approval step to be completed. This can sometimes happen when approvers are out of the office, or the email notifications are inadvertently missed. However, once the ticket was approved by the supervisor, access was granted the same day and well within FCS’s Service Level Objectives.
Remediation
Following customer outreach by the Cloud Advocate to obtain more information on the issue that caused the 3-star review, FCS explained that the delay was related to the timeliness of their approval queue. As a result of the outreach, FCS was able to engage with the approving supervisor to help them designate multiple approvers for the tenant group. Expanding approval responsibility helps to mitigate these types of issues from happening in the future.
Lesson Learned
Customers vary in their understanding of FCS’s processes and procedures. By simply reaching out, FCS took advantage of an opportunity to gain helpful feedback and apply a simple fix to mitigate the possibility of recurrence of this issue.
Customer Issue
Customer submitted a ticket to allow access to all eBuy tables in Redshift. The FCS engineer took action and flipped the ticket to customer status requiring follow-up actions from the customer within one week. Since customer action was not taken, the ticket automatically closed. This occurred two days after Christmas, bringing to light that the holiday was counted in the one week requirement.
Remediation
The Jira Service Management team removed holidays (same as weekends) from the day counter for actions. In addition, the day counter is now visible to product team engineers so they can track when a ticket will close on customer action and deploy more engagement measures, if needed, to help prevent this from occurring.
Lesson Learned
Holidays not being excluded from the Jira ticket closure day counters was causing premature closures. In addition, more specific and clear communication about ticket closures and role expectations will help both customers and engineers reach resolution more quickly.
Customer Issue
Customer did not receive a timely response to a JIRA Service Management (JSM) access request because the ticket was unnecessarily routed to mulitple teams prior to being addressed. The ticket was unresolved for approximately 3 weeks - beyond the timeframe committed per FCS Service Level Objectives.
Remediation
The team performed a Root Cause Analysis on the issue and then held a meeting with the customer to gather information and determine the proper follow-up actions. FCS implemented a multi-service access request process, which enables teams to work on access requests simultaneously.
Lesson Learned
By collaborating across teams and developing a cross-cutting solution, FCS was able to increase the speed at which access requests are managed and processed - cutting multiple days out of the access request ticket cycle.
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