TessATL Help


TessATL Help

The first thing to do is to see if your issue is covered by TessATL101.pdf.

If not, contact your organization's first line of support contact, who can answer most questions and submit issues to RAMP.

Your next option is to email your Support Keyholders at support@tessATL.com. This will send email to all Support Keyholders. Each Keyholder is assigned to one or more consortium partners for general help, but any Keyholder is able to support any consortium member. Aside from offering direct support, each Keyholder is capable of submitting, managing, and escalating issues that require RAMP and Tessitura assistance.

Keyholder	Email	Assigned partners
Mary French	mfrench@atlantaballet.com	Ballet, Horizon
Rachel Jorgensen	rjorgensen@atlantaopera.org	Opera, Emory
EB Hooyer	eb@auroratheatre.com	Aurora, Tavern

There is a Power Users group available via email at powerusers@tessatl.com, composed of people who can help identify issues, diagnose and help solve certain problems, and offer best-practice advice.

If emergency support is required outside of normal business hours (9am – 5pm Monday through Friday), then this process must be followed:

Call RAMP Support -1 (888) 643-5778 x201
Email the issue to support@tessatl.com so Keyholders are aware of the issue

Emergency support is defined as technical assistance required immediately for an issue having a direct impact on a patron, such as the inability to process a ticketing or contribution transaction.

In the future we will have a Frequently Asked Question page for more stuff that you can deal with yourself. There is also a world of help, advice, and documentation available to you at www.tessituranetwork.com, of course.

A few other useful email resources:

merge@tessatl.com For the complex merges that need several set of eyes
testteam@tessatl.com Version Upgrade Testing Group
alltessatl@tessatl.com All organization users – specified by your Advisory Committee Member. Do not abuse this email group!
tessituraadvisorycommittee@tessatl.com Advisory Committee (Becky Cormier Finch, D.H. Malcolm, Rachael Walters Brightwell, Rachel Jorgensen, LaWanda Green, Mary French)

Adding Users

When new users come on board, a good amount of information is needed to make everything go smoothly. If this needs to happen within a particular timeframe, make certain you communicate that clearly so that the account is ready when it is needed, and so that if another user is currently using a particular fish it is not reassigned prematurely.

Determine which security token generator (fish) and associated TATLUSER number should be used, and make certain you have physical control of that particular token generator.
Notify RAMP via support@tessatl.com that the TATLUSER should be associated with the new person. RAMP will need:
- the TATLUSER number
- the token generator # (optional, but a good idea)
- the person's full name
- the person's email address
Notify support@tessatl.com that the Tessitura user accounts in Live & Test should be created. Your support person will need:
- first and last names
- email address
- phone number (optional, but a good idea)
- organization (for control group)
- default user group
- all user groups of which this person should be a member
- whether this person should be a user, solicitor, or both
- Tessitura Constituent ID # (optional, but a good idea, for Worker ID)

Removing Users

We need to keep up with users who leave our organizations as well as those who come on board. Part of our agreement with RAMP and with each other (a.k.a. the consortium) is that we will keep our user databases as clean and up-to-date as possible so that our corporate data will be secure. If this change needs to happen within a particular timeframe, make certain you communicate that clearly.

When a user leaves an organization, we are obligated to:

Take physical possession of the security token generator (fish)
Notify RAMP via support@tessatl.com that the TATLUSER assignment should be removed
Notify support@tessatl.com that the Tessitura user accounts in Live & Test should be made inactive

Incident Severity Levels

Every incident reported is assigned a severity level and prioritized accordingly. Each level represents the incident’s impact on the organization and/or their external patrons. The following table shows the criteria for each severity level:

Severity	Action required	Description
Critical	Contact RAMP and Keyholder	The business cannot operate and is impacting patrons (i.e. tickets cannot be purchased or printed, system wide)
Severe	Contact Keyholder	Business is severely restricted in its designed use and a backup manual process is available (i.e. scanning, printer, order confirmations, single or local unavailability)
Moderate	Contact Power Users, User Group and Keyholder	A non-critical feature is not operating per its intended design and causing moderate business impact (e.g. time sensitive reporting, data import/export, list builder/output builder)
Low	Contact Power Users, User Group and Keyholder	A non-critical feature is not operating per its intended design and is causing minimal business impact (i.e. report issues)