Coupa Support is a growing, multicultural and diverse team located in 4 main offices in San Mateo (HQ), Reno (US), Dublin (EMEA) and Pune (APAC).
For more information, please read our Brief Introduction to Support Team structure.
Coupa Support team aims to provide you and your company with the best possible level of assistance in line with our Coupa core values: to “ensure customer success” we need to be “focus on results” and continuously “strive for excellence”, and we understand that to achieve those results we need also your collaboration, as Coupa success is measured by your success.
Coupa Support aims to be your number one partner, building a true, solid and long-lasting relationship.
The objective of this guideline is to help Coupa Admins to better deal with our Support team, providing best practices coming from our experience and your suggestions together.
Here are quick links to our Support Portal Guide and Troubleshooting Guidelines.
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- Business Impact
- Help support understanding the current business impact of the reported case by answering the (applicable) following questions: how much visible is the issue? how many time is occurring on a daily/weekly basis? is the workaround sustainable? how much noise does it generate inside the company? how much disruption does it cause on your activities? if the issue is encountered during test phase, is there a fixed time for deploying the functionality in production? Report the issue ASAP...
- Engaging with Support - Best Practices
- Report the issue promptly. Ensure a person that does not know your environment is able to understand the issue as you have reported it.Provide us with the file which you loaded and that generated the unexpected behaviour. What are you trying to achieve? Dit it ever work according to your expectations? Which documentation did you follow? What are the steps you already tried to solve it? What's the impact for your business? Track communications within the ticket