Hosting Repair Features & Visibility:
Welcome to Simple Mining's Hosting Repairs Feature. For any questions or concerns please reach out to 'support@simplemining.io'.
Goals:
- With this new feature, our goal is to provide easier monitoring/transparency of Hosting Repairs.
- Organize repair/maintenace related support messages to the this Hosting page, while using the Support Tickets page for all other Support items.
- We have implemented an automation, that helps our support team find Miners with issues (Zero Hashrate, Etc.) and automatically create Hosting Repair tickets for them at the top of every hour. The goals for this automation is to catch and create tickets so we can send out automated notifications to the owners, and our Hosting Technicians can start working on repairs as quickly as possible.
Visit Hosting Repairs: https://dashboard.simplemining.io/hosting (opens in a new tab)
Option to View Open & Completed Tickets: Scroll to the far right of the Table Rows to access an Arrow Icon. Click the Arrow Icon to dig into the ticket.
When viewing your Open Hosting Repair Tickets, you get transpancy on this data:
- Ticket ID
- Unanswered (Identifier if your Live Chat has a new unanswered message nested inside of the Ticket.)
- Client Name
- Miner Type
- Miner Serial Number
- Diagnostic Note
- Site / Data Center Location
- Pulled Date (Ticket Created Date)
- ETA (Estimated Date the repair will be completed, and miner will be back online by)
- Status (Not Started, Diagnosing, In Progress, Pulled to Repair Center, etc.)
Quick Filters for Tickets
- Filter the Ticket Table by Site, Model, Diagnostic Note, & Status from the table header.
- Utilize the search bar for finding a Ticket by Miner Serial Number.
- Clickable badges for ticket criteria: Warning & Critical.
The logic for "Warning" Tickets = The ETA is less than 72 hours away.
The logic for "Critical" Tickets = The ETA is passed due.
Inside Hosting Tickets
- Access All Ticket Details
- Additional Data: Does Client Have Protection Plan?
- Additional Data: Does this miner have an active Warranty?
- Monitor if a replacment part / hashboard has been attached.
- Most importantly, a live chat feature that allows clients to follow up and communicate with the Simple Mining team directly on tickets.
Hosting Ticket Chats
- Simple Mining automatically gets notified when you send a chat inside of your Hosting Ticket.
- Simple Mining will communicate / follow up with those chats inside of the ticket as well, with the hopes to keep all repair communication organized on the Hosting Repairs page. No longer using the Support Tickets page specifically for Miner Maintenance/Hosting Repairs.
- Clients will automatically get an alert when Simple Mining responds to a chat.