Netcore Cloud

Prerequisites for Better Troubleshooting:

• Hansel Account Login Details
• Mobile Device Details (Android or iOS)
• SDK Version

Initial Verification Steps to be Followed by Business Teams (CRS/CSM/CSS/Onboarding/CAT):

1. Verify Custom URL Setting:
   • Log in to the Hansel panel: Hansel Panel Login
   • Go to the app section and edit the respective app.
   • Check if the custom URL is set. If not, request the customer to set it up using the guidelines:
     • iOS app: Setting Up Test Devices
     • Android app: Setting Up Test Devices
   • Screenshot: 

Troubleshooting Steps to be Followed by CAT:

1. Step 1: Attempt to Pair the Device:

   • If the custom URL is set, try pairing the device with the panel. The device pairing link will be sent to the following email:
     • URL: Gmail Login
     • Email: onboarding@hansel.io
     • Password: Netcore123*
   • Screenshot: 

2. Step 2: Follow Pairing Steps:

   • Go to the left-hand menu, select the required app (Android or iOS), and click on "Test."
     
     
     
   • A window will open where you can create a new group or add to an existing group.
     
     
     
     
   • Click on "Add Device," enter your device name, and click "ADD."
   • For more details, refer to this link: Setting Up Test Devices
   • Screenshot: 

3. Step 3: Arrange Code Review if Pairing Fails:

   • If you are unable to pair the device with the panel, arrange a code review session between the client’s tech team and the internal app integration team. 

Resolution / Next Steps:

1. [Reason 1]:

   • Inform the client of the findings.
   • Provide clarity on why the problem occurred.
   • Provide Screenshot

2. [Reason 2]:

   • Escalate to Cross-functional teams to investigate further.
   • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases

Escalation Path:

1. Initial Verification by Business Teams (CRS/CSM/CSS/Onboarding):

   • If resolution is not found after initial verification:
     • Contact: Care/CEE Helpdesk
     • Email: care@netcorecloud.com (only for NA/US region), helpdesk@netcorecloud.com
     • Slack Channel (Only for escalation): [Your respective channel with Care / Helpdesk]

2. Further Investigation by Helpdesk:

   • If the issue is not resolved after initial & further investigation:

     • CAT Escalation:

       • Escalate to: SME
       • Contact: SME1 / SME2
       • Email: Ticket with internal note and investigation
       • Slack Channel: [Your respective channel within Support]

     • Cross-functional Escalation:

       • Escalate to: Cross-functional Teams
       • Contact: Integration
       • Email: Child ticket to the appropriate team
       • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

Feedback on Playbook:

Please provide your feedback on the playbooks using the following link: Feedback Form