Regular customer support
Support means that websites that have already been implemented are continuously developed, maintained and updated for our customers. Or that emergency measures must be taken. Or that individual features need to be revised or fixed.
Basically, in that case I have regular calls with the customers – including many long-standing customers.
As a rule, the customer communicates his requirements to us via our ticket system Jira. That's why one of my daily tasks is to keep an eye on Jira in order to take over the initial qualification of tickets. I often work out the tickets in more detail and supplement them with additional information and examples. Many customers also contact us by phone or e-mail. Then I create the ticket myself. In any case, I do my best so that the developer can quickly grasp and solve the task. If necessary, I also consult with the customer to answer developer questions and occasionally conduct research.
Before I set a ticket to done, I test and check the result according to the four-eyes principle before it is handed over to the customer.
Quarterly and annual planning with customers
At regular intervals I meet with the customers in jour fixes. We then make a joint analysis of the hours already defined and worked within the framework of a support contract and discuss what potential for improvement there is. We get feedback from the customer on what went well or not so well and discuss the customer's concerns, for example about an upcoming TYPO3 upgrade or the introduction of a new newsletter tool.
Sometimes the team at the customer's end is working intensively on some topics. Then it is important to understand them and plan accordingly at our end. Following the discussion, I log them on Confluence and integrate these topics into our plannings for the next annual or quarterly period(s).
Preparation of new projects
When preparing for new projects, processes must be created in the agency software Barbuda, permissions must be assigned or adapted in Confluence/Jira, and folder structures must be created in the file system. At the end of the month, I take care of billing and determine and release project hours or days that have been accrued.
Exciting sprint weeks
Sprint weeks are my favorite weeks. These are always well-planned, intensive and highly dynamical weeks. And in the end, there is a tangible result that makes everyone happy.
The structuring of a sprint week is quite different from that of a week in support.