Environment
All cases
Issue
Gathering enough data to be able to assess cases without resorting to multiple repeat communications to obtain diagnostic information.
Resolution
When creating a new case and be able to provide the fastest, most accurate assessment without having to go back to our customers for additional information, we should be collecting this information up front:
1. Contact information
This includes company name, first and last name of the primary case-holder, e-mail and telephone number.
2. Provenance
Where did the customer purchase or obtain their SupremeRAID product. Who did they purchase it from and when. Is this a purchase or a POC? Though every customer gets attention from us, our distributors, dealers and integrators are the face of Graid Technology Inc. and therefore our highest priority. Create a contact if one does not exist using the information provided.
3. Collect information about the product and the system that it's going into.
The following information is mandatory in order for us to understand the environment and any problems troubleshooting installation and operation:
SupremeRAID model number. (or specify if using software only) eg: SR1000, SR1010
SupermeRAID license number and type. (command: graidctl describe license)
Card Serial number. (back of card or command: nvidia-smi --query-gpu=name,index,serial --format=csv)
SupremeRAID software version. eg: 1.3.0-x
NVDIA driver. (command: nvidia-smi)
Server manufacturer. eg: Supremicro, ASUS, etc
CPU platform (Family and model if possible). eg: Intel Tiger Lake xxxx, Milan Epyc xxxx (command: inxi)*
Amount and type of DRAM in the system. eg: DDRx, 3200 (command: inxi) *
Other PCI cards in the system. eg: GPU video card, RAID controller (command: lspci)
OS version: Distribution, release and kernel version if possible. (cat /proc/version)
Intended Application.
* will need to install: sudo apt install inxi
4. Initial Install vs. Developing Problem
Ask if the problem has always existed in the current system. If not, when did it begin to happen? What are the symptoms? What are the consequences if this is not resolved in a timely fashion?
5. Check the existing knowledge base
Look for keywords in our customer's communication that could identify a problem that we've already encountered. It may already be present in our knowledge base.
6. Collect system and software logs
We have scripts to do this:
Windows:
Linux:
Include attachments as part of the case in Zoho.
7. Provide regular updates
Give customer an estimate when you expect to get back to them and provide any updates regarding the status of your case. It's perfectly acceptable to say that we're still investigating the issue, but communicate often. If additional information is needed, let the customer know right away so they can provide you with additional information.
8. Once resolved, close out the case.
Once the information has been provided and resolution appears to have been reached, asked the customer if it's okay to close out the case. The only time when we close the case on our own is if said customer becomes unresponsive. Please note that in the case and close. Ideally there should only be one issue per case - such that we can target a specific issue and promote the case to a KB article after resolution. If a customer has multiple issues, it is best to open a new case for each issue.
Using Zoho will provide us with tractability and a history of issues that we can use as a learning tool. Strongly suggest that your customer register in our portal and create a case if they're having any type of technical issue.