Applicable for: L1 & L2 

Go Live Date: March-2024

Brief: This article will assist in responding to the enquiries/issues pertaining to Installation/Uninstallation-related issues

Key Points: 

• Incident Creation: When an installation-related incident arises, an incident is created in collaboration with Jeeves or the respective brand

• Issue Investigation: Jeeves or the brand investigates the incident to identify the root cause and determine what went wrong during the installation process

• Status Updates: Updates regarding the status of the investigation are shared with the customer. This ensures transparency and keeps the customer informed about the progress

• Jeeves IMS Incident: Information related to the investigation and updates are documented in the Jeeves Incident Management System (IMS) (Kapture tool) for record-keeping and future reference

• Customer Communication: Customers are informed about the status updates, and explanations are provided for any additional charges involved during the installation process