Splashtop – Remote Support Tool

 

Audience – Tier 1, Tier 2

 

Description :

          Mirum uses SplashTop for remote support 

 

Procedure:

 

Opening Splashtop:

  1. Splashtop is accessed from the ticket system. 
  2. While the ticket is open, click the drop-down arrow next to the Splashtop box on the right-hand side. Graphical user interface, application, Teams Description automatically generated
  3. Click create an SOS download link and provide to the user, this will also open splashtop on your side.

Escalation:

 

If escalation is necessary, please escalate to Tier 2 as first POC, if Tier 2 is unavailable please escalate to SME.

 

If neither the Tier 2 nor SME is available and the issue is urgent, escalate to Sam Li.