First Line Support SOP

Aim

1. To provide the level 1 support to the end customer 
2. Time spent for first line is not more than 10 minutes on the issue checking 

Pre-Requisite 

1. Daily device health check alert 
2. Support ticket raised by customer 

SOP 

[FL-01] Daily Device Health Check  

1. Manual Health Check on V9 Portal
   • Login to V9 Company, go to Settings > Devices.
   • Device current Online status will show in the page as below sample (Blue light indicated online and Grey light indicated offline) 
2. Automated Offline Alert
   • Get the daily alert of the device showing offline in the past 24 hours. (this alert can be configured in V9 Portal> Email Scheduler> Daily Health Check) 
   • Sample Alert
3. If the device is offline, proceed to Triage checklist of the device status
   • What is the current LED shown on the device? (Photos/Videos Required)
     
   • Did the Light is ON at the network port with Footfallcam Labeled cable? (Photos/Videos Required)
   • If the power connected with FootfallCam switch/ Midspan has turned on? (Photos required)
   • Is the cable connected from midspan/switches to router properly plugged in? (Photos required) 
   • Any team has went to the store (e.g. Shop fitter, Network team) recently do the work on back office for any maintenance ? When?
   • If there's any network configuration changes for the store? E.g. Allocated IP address, DNS, Gateway
4. Refer to the Offline troubleshooting guide to perform the action plan 
5. Output: If the action has been carried out but the issue still persist, raise the ticket to Level 2 Support (FootfallCam) 

[FL-02] Daily Discrepancies Check 

1. Manual Discrepancies Check V9 Portal
   • Login to V9 Company, go to Site Reports > Date Integrity 
   • Discrepancies will be alerted if yesterday discrepancies >10% 
   • Sample
2. Go through the Data Integrity Report to check the live view to ensure there's no abnormal behavior on the live view (e.g. Blockage, Line Setting changed, layout changed, Power Log) 
3. If the device has discrepancies alert, proceed to the triage checklist as below:
   • When is this happened? 
   • If the device has been tuned/ verified? 
   • Any activities carry out at the entrance during that period? (e.g. Special promotion, distribute flyer) 
   • Any decoration dangling on the ceiling that blocked the live view? 
   • Operating hour set up correctly? 
   • Is the store operate as according to the preset operating hour? 
   • Any store refit carried out for the specific store? When? 
   • Any power log missing throughout the reported day? 
   • Any offline device for the specific store (only applicable for the store > 1 device) 
4. Refer the guideline to resolve the above issue 
5. If the issue still persist, raise a support ticket with the above questionnaire and provide the video proof of the inaccuracies 

[FL-03] Ticket Raised by Customer

1. Categorized the Issue 

2. Category	Qualification	Action
   Offline Issue	Follow FL-01	Follow FL-01
   Accuracy Concern	Follow FL-02	Follow FL-02
   Forget password	If the user having account in the system	Guideline for reset password
   User Account Creation Request	If the user is authorised to use the system?	Guideline for Configuration
   Operating Hour Change request	If the store manager will have the access right to configure that	Guideline for store manager to configure
   Software Bug	If service desk able to reproduce the same issue?	Raise Support ticket to FootfallCam with the proof of how this is happened in (video format)