DIKSHA
Support Document
Introduction
The purpose of this document is to describe the support offerings available for DIKSHA App, related to Learn, Survey, and Projects and how the services defined within those offerings are delivered to our partners.
Note: This document will be revised periodically to reflect changes in the products and solutions being supported and the processes, procedures, and technologies being used to deliver support services.
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DIKSHA Support
Who can avail of the service.
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DIKSHA Support
Who Can Contact US
Support requests will be accepted only from specific users in partner organizations.
To get access, the state/partner organization needs to provide a list of user's email addresses. The respective Programs PoC will raise the request to include these email IDs in the support desk.
The email address will be registered on the support desk, then the user will be able to raise requests directly.
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DIKSHA Support
Note: User’s with Creator role can raise service requests for uploading the resources related to Programs, Observations, Surveys & Projects
How To Contact US
You can contact DIKSHA’s Support Team via Email for,
Note: For deep-linked learning content to assessments/ projects please raise the request via the email ID mentioned above
We recommend that all support requests be submitted via email, to enhance the process of reporting, tracking and resolving issues. Please include the brief description of issue on the subject line.
�Note: DIKSHA support services are not available on Saturdays, Sundays, Public Holidays and outside of working hours which are Monday to Friday 9:30AM to 5:30PM. Ticket resolution times will depend on the nature of the issue/request raised.
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DIKSHA Support
Support Category
The first step in the support process is to determine the nature of the support requirement. There are five categories of support available to customers via email:
To view the list of requests, please refer to:
• Appendix A – Technical Support
• Appendix B – Service Request�
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DIKSHA Support
Support Severity
The responsiveness of Support is driven by the severity of a request. Requests are assigned a severity level by support team, but this may be changed after consultation with the Programs Team if it is reasonable to do so in accordance with the severity levels as defined below.
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DIKSHA Support
Service Level Agreement
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DIKSHA Support
Milestone | Description |
Response | Initialization of the support process, through engagement with the partner to progress information gathering, analysis or issue replication. |
Resolution | Provision of a solution to an request or problem, either by employing a temporary fix, an answer or a technique that provides a solution to the reported problem. |
Service Level Agreement
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DIKSHA Support
Severity | Response | Resolution |
S1 | 4 Service Hours | 48 Service Hours or *ETA |
S2 | 8 Service Hours | 5 Business Days or *ETA |
S3 | 24 Service Hours | 10 Business Days or *ETA |
Note: For Data Anomaly - Investigation takes up to 7 working days, post-investigation ETA will be shared.
SLA’s for Service Requests – Survey & Projects
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DIKSHA Support
Service Type | Timelines |
Sub Role Upload | 2 Business Days |
Observation Sol/Survey - Upload+Mapping+Link Generation | 4 Business Days |
Observation Sol/Survey – Modification | 4 Business Days |
Improvement Projects - Upload/Mapping/Modification | 4 Business Days |
Program Manager & Program Designer Role Mapping | 2 Business Days |
SLA’s for Service Requests – Platform & Courses
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DIKSHA Support
Service Type | Timelines |
Content Provider Org Upload | 3 Business Days |
State School Data Upload | 7 Business Days |
User Upload | 2 Business Days |
Reverse Verification | 5 Business Days |
State Tenant Page Creation | 5 Business Days |
SLA’s for Service Requests – Platform & Courses
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DIKSHA Support
Service Type | Timelines |
Framework Upload (Only BMGS) | 5 Business Days |
Geo or Location Upload | 8 Business Days |
Content Bulk Upload | 7 Business Days |
Taxonomy Upload | 7 Business Days |
Service Level Agreement
All timelines are measured from the original time and date of the request unless otherwise specified. DIKSHA’s support team shall monitor performance against response and resolution timelines and shall report on the percentage of requests where these timelines are achieved within the respective target. DIKSHA’s support aims to achieve 99% compliance against these stated timelines.
�Note: Should Support reasonably request additional information, the time periods where Support is awaiting a response from the Partners/Programs Team will be deducted from the measurement of Service Level Targets (SLAs).
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DIKSHA Support
Support at Level 1
DIKSHA provides first line (L1) support for issues that can’t be handled by the partners or for which partners require additional information/clarification to ensure continued program availability.
Key responsibilities include:
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DIKSHA Support
Support at Level 2
DIKSHA provides second line (L2) support, with expert Senior Technical Support professionals providing analysis and resolution of reported issues.
Key responsibilities include:
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DIKSHA Support
Support at Level 3
DIKSHA’s engineering team provides third line support services for back-to-back consultation with second line support , including the delivery of code changes, planned releases, and hotfixes.
Key responsibilities include:
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DIKSHA Support
Support Workflow
Support services are delivered through a leveled support model. The following diagram details the process flow followed during the lifecycle of an request and the key responsibilities defined within each support level.�
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DIKSHA Support
Service Request - Workflow (with Programs Team)
The following is the prescribed process flow for service requests.
1. SL program manager/team identifies the need for ID/Access Creation/Modification/Clarification/Deletion.
2. SL program team routes this request to the State SPOC
3. State SPOC routes the request to Diksha Support Team (the regular process being followed for all tenants)
4. Request is serviced and confirmation sent to the State SPOC along with the people marked in the initial email from the State SPOC.
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DIKSHA Support
Knowledge Base (KB) Articles
DIKSHA provides a wealth of vital information via the DIKSHA’s Help Centre including the app and portal documentation, and FAQs driven knowledge base. For general technical queries, troubleshooting specific issues or seeking to prevent known problems from occurring, the knowledge base is an effective resource. The DIKSHA Support knowledge base consists of articles created to enable sharing of information about known problems and their resolution, software update releases, ‘how to’ information, implementation tips/ tricks, etc. Partners can search and view the KB articles at DIKSHA’s Help Centre. �
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DIKSHA Support
Thank You
Appendix A – Technical Support
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DIKSHA Support
Login | Observations | Projects |
Feedbacks & Survey | Programs | Tasks |
Library | Polls | My Institutions |
Reports | Dashboard | Sync |
Appendix B – Service Requests
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DIKSHA Support
Roles | Improvement Projects |
Observation Solution | Feedbacks & Survey |
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