The run time support process describes how to manage incidents in runtime, when end users encounter issues on the application (it can be a mobile application, a web application, a site management solution).
The App support team should perform an analysis to find out if the issue comes from the Volvo API(s) or from another technical component. When it is a Volvo API issue, the App support team can contact the Dealer Support Center (DSC) by email and provide all the necessary information to help in the resolution of the issue: error code, description of the error, ...
For European customers:
To be sent to Support DSC EUROPE <dsc.eu@volvo.com> Tel.: +48 71 302 1502 (please call only for emergency, after sending the email)
For North American customers:
To be sent to Support DSC North America <dsc.vce.na@volvo.com> Tel.: 336-393-2666 (please call only for emergency, after sending the email)
For Latin American customers:
To be sent to Support DSC Latin America <dsc.la@volvo.com>
Please fill up the following information before sending the email
MANDATORY FIELDS:
|
|
|---|---|
| VCIF (do not change it) |
| This is the identification for your company in our helpdesk system. It starts with an "M" followed by 6 digits. It is sent to you during the onboarding process. |
| You can find the name of the Consumer organization in the top right corner of the developer portal, when you are connected. It corresponds to the company you are working for. |
| App name that identifies the Application in the developer portal (linked to the Client ID) and which is using a production plan |
| For example: HTTP error codes 200, 403, 500, … |
OPTIONAL FIELDS:
| |
| Specific HTTP request used for retrieving data |
| Date Time when the error occurred |
| More details about the error, if you can provide them. |
| Chassis ID for one of the machines, if relevant. |