Customer Support Tools
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Besides Hubspot, you will use different tools to document and support cases.
There is a comprehensive breakdown of how Google Drive is broken down for Kinetic Data’s usage. You should become familiar with it by reviewing what has been written in the However, you should know the entire Client folder as a Support Specialist.
Within Google Drive, you will find the “Clients” folder dedicated to all our active customers.
Inside each Client folder is a sub-folder for Support. In this folder, the Support Specialist can upload different files supplied by customers while working through different issues they may be experiencing. This is where the Support team will upload summaries of customer issues to revisit later if an issue should come up again.
Monday.com is the project management tool that the Delivery team uses to track projects. You can learn more about how it is used
Monday is also where support tickets can be tracked when the Delivery team owns them. Despite a ticket being tracked by the assigned teams, the Support Specialist is still the main point of contact for the issue and is responsible for quarterbacking the ticket. With the busy schedules of the Consultants, the Support team will have to help prioritize issues. Each ticket should have a date associated with it depending on customer need. Once a ticket has been created on Monday.com, it will generate an ID that can be added to the ticket in Hubspot.
Similar to how Consultants use Monday.com, our Engineers use Jira to track different support cases assigned to them.
In this example, the Support Specialist should add KP-7354 to the ticket in Hubspot. By tracking this Jira ID, the Support team can follow the ticket's lifecycle as it is worked into the Engineers' sprint cycles.
When customer-managed platform instances require Cassandra help that goes beyond the abilities of the Kinetic Data Engineering team, you will need to open a ticket with Instaclustr. Instaclustr is a vendor that we have a contract with to manage our kinops Cassandra cluster. We also have an agreement for them to provide Cassandra support for our customers who have chosen the customer-managed platform instead of using kinops.
on how to access Instaclustr.
