Dynamics F&O support and escalation model
1. Users raise tickets in Fresh Service to report any Production issue.
2. Service desk team triages the issue and if necessary, assigns ticket to Production Operations team.
3. If Production Operations team can't resolve the issue then they will either assign it to the internal support team (abd.sallem.bernous@accelins.com, bhanuprakashreddy.gundlakunta@accelins.com, majid.hilali@accelins.com & gislen.tim@accelins.com) or will be raised with HSO on their support portal myhso.com.
Most of the cases get assigned to HSO but tickets such as access requests and any simple user questions get assigned to internal support team.
4. If ticket is assigned to an internal support team, then they can further seek help from HSO by raising ticket on their support portal myhso.com.
If you don't have access to HSO portal then send an email to Marie-Pier Blondeau (mblondeau@hso.com) and cc Nilesh Chandode (nilesh.chandode@accelins.com).
It is highly important to mention user's email ID at the start of the HSO case description, so that HSO can collaborate with them and person who is raising ticket with HSO.
5. Internal support team should not contact Dilan Bernard unless all other avenues to resolve the issue have been tried. It should be only a last resort to seek help from Dilan.