CNG TY C PHN TIN HC VIN THNG HNG KHNG

QUY TRNH

BO TR PHN MM
M S : QTBTPM-01/GPPM
LN BAN HNH : 01
NGY BAN HNH : 01/01/2011
TRANG :1/5
NGI VIT NGI KIM TRA NGI DUYT

L TH NGC NH V HONG NGUYN MNH HNG

NHNG THAY I C

Ngy thng Ni dung thay i Ln ban hnh

01/01/2011 Ban hnh ln u 01

 QUY TRNH M s: QTBTPM-
01/GPPM
BO TR PHN MM Ln ban hnh: 01
Ngy: 01/01/2011
H THNG QUN L CHT LNG THEO TIU CHUN QUC T ISO
9001:2008 Trang: 2 / 5

1 MC CH
Qun l yu cu bo tr, bo hnh, sa li phn mm ca khch hng trong qu trnh thc
hin bo hnh, bo tr phn mm ng dng theo cc iu khon qui nh trong hp ng
v theo qui nh ca cng ty.
2 PHM VI P DNG
- Quy trnh ny c p dng:
+ Cho qu trnh bo hnh, bo tr phn mm ti AITS do AITS pht trin hoc m bo
khai thc.
+ Phng Gii php phn mm.
3. TI LIU VIN DN
Khng c ti liu vin dn
4. NH NGHA
nh ngha/ Vit tt Gii ngha
AITS Cng ty C phn Tin hc vin thng Hng khng
LCT Lnh o cng ty AITS
LP Lnh o Phng gii php phn mm
XDD L cc chng trnh, h thng chng trnh mi
hoc cc phn mm thuc cc d n cung cp dch
v cho khch hng m c tnh php l v c
giao.
C tnh php l C bng chng v mt php l nh tha thun, hp
ng m hai bn k kt; cc vn bn c ch k
ca ngi c trch nhim hoc c y quyn; cc
ch th hoc quyt nh giao nhim v ca Lnh
o hoc c phn cng.
CVBTKTHT Chuyn vin bo tr khai thc h thng
NVBTKTHT Nhn vin bo tr khai thc h thng
KH Khch hng
DVKH Phng Dch v khch hng
Helpdesk-SDP H thng tip nhn v h tr khch hng

5. NI DUNG
5.1. Lu
 QUY TRNH M s: QTBTPM-
01/GPPM
BO TR PHN MM Ln ban hnh: 01
Ngy: 01/01/2011
H THNG QUN L CHT LNG THEO TIU CHUN QUC T ISO
9001:2008 Trang: 3 / 5

Mu biu Thi
Trch nhim Lu Hng gian
Bc dn (h)

Khch hng
Ngi ph
1 Tip nhn yu cu bo tr
trch h thng

Ngi c
2
giao ph trch
1-2h
khng

nh gi, Phn loi

Yu cu
(Thuc phm vi x
l)

Ngi c -
4 c
giao ph trch

khng
X l yu cu

Ngi c xong 1h sau

5
giao ph trch khi xong
Cp nht gii php x l
V ng yu cu
 QUY TRNH M s: QTBTPM-
01/GPPM
BO TR PHN MM Ln ban hnh: 01
Ngy: 01/01/2011
H THNG QUN L CHT LNG THEO TIU CHUN QUC T ISO
9001:2008 Trang: 4 / 5
5.2 M t lu
Bcc 1: Tip nhn yu cu bo tr:
Ngi thc hin: Khch hng, chuyn vin, nhn vin bo tr khai thc h
thng.
Cch thc thc hin:
- Khch hng c th gi mail, gi in thoi n b phn h tr khch hng yu
cu x. Khi trn h thng helpdesk s to ra mt u cng vic v gi mail
yu cu x l cho cn b chuyn trch thc hin x l yu cu.
- Trng hp khch hng gi email hoc gi in trc tip cho cc b ph trch
cc h thng th cn b c trch nhim to u mc cng vic trn h thng
helpdesk tng ng vi vic khch hng gi yu cu.
- Trng hp cc b ph trch cc h thng t pht hin ra li thc hin gi email
yu cu x l tng t nh khch hng yu cu.
Kt qu thc hin:
Yu cu x l c to trn h thng helpdesk-SDP.
Bcc 2: nh gi, phn loi yu cu:
Ngi thc hin: Ngi c giao ph trch.
Cn c thc hin: Cc yu cu x l trn h thng helpdesk.
Cch thc thc hin:
- Cc yu cu h tr c ghi nhn trn h thng HelpDesk SDP. H s thng tin
chi tit v yu cu c tip nhn v lu tr trn h thng ny.
- Theo s phn cng ca lnh o phng cc cn b chuyn trch tin hnh nh
gi, phn loi yu cu thc hin x l.
- Trng hp yu cu ca khch hng khng thuc phm vi x l th cn b ph
trch tin hnh ghi nhn thng tin trn h thng helpdesk vi ni dung th hin
thng tin yu cu ca khch hng khng thuc phm vi x l ca mnh b phn
h tr khch hng xem xt v c quyt nh x l tip theo cho ph hp.
- Nu yu cu ca khch hng nm ngoi phm vi, chc nng nhim v
c phn cng, cn b ph trch h thng bo co li lnh o phng quyt
nh phng n gii quyt:
o Nu LP ng thc hin: Tin hnh phn cng x l v chuyn sang bc
x l yu cu.
 QUY TRNH M s: QTBTPM-
01/GPPM
BO TR PHN MM Ln ban hnh: 01
Ngy: 01/01/2011
H THNG QUN L CHT LNG THEO TIU CHUN QUC T ISO
9001:2008 Trang: 5 / 5
o Nu LP khng ng thc hin: Thc hin thng bo li cho b phn
DVKH thng bo li cho KH.
- Nu yu cu thuc phm vi x l th chuyn sang bc x l yu cu khch hng.
Kt qu thc hin:
Yu cu ca khch hng c tip nhn x l hoc t chi x l.
Bc 3: X l yu cu:
Ngi thc hin: Ngi c giao ph trch.
Cn c thc hin: Cc cng vic c tip nhn v phn cng x l trn h thng
helpdesk.
Cch thc thc hin:
- Cn b c phn cng x l tin hnh lm r yu cu v a ra gii php s b
x l, nhn lc thc hin, chuyn i trng thi yu cu sang trng thi ang
thc hin trn h thng HelpDesk (trng thi yu cu l onhold).

- Nhn vin lp trnh xy dng k hoch thc hin, sau khi xc nh r yu cu,
phng n x l nhn s thc hin tin hnh xy dng k hoch c th cho tng
cng vic. Nhn s chu trch nhim, thi gian d kin hon thnh.
Vic lp k hoch thc hin c thc hin trong cc trng hp sau:
- Vi nhng cng vic c thi gian x l t 02 ngy lm vic tr ln th phi lp
k hoch thc hin. K hoch lu trn h thng HelpDesk SDP.
Bc 4: Cp nht gii php x l v ng yu:
Khi hon thnh x l thng bo cho DVKH bng cch update gii php x l
vo HelpDesk SDP v chuyn i trng thi yu cu sang hon thnh
(Resolved) (Hoc ng yu cu nu c phn quyn).
6 LU TR
- Trn h thng Help Desk SDK 1 nm sau khi kt thc cng vic.
7 PH LC
STT Biu mu Ni dung
1 HDBTPM- Hng dn kim tra nh k h thng bo tr phn mm.
01/GPPM