Application Name: U-Track
Developed & Operated by: Vxtry Infotech Industry Pvt. Ltd.
1. Introduction
1.1 U-Track provides an integrated Support & Helpdesk System designed to assist authorized vendors, railway officials, managers, and administrators in resolving technical and operational issues.
1.2 The support system includes a real-time chatbot interface and a structured ticket management workflow.
1.3 The objective of this support framework is to ensure uninterrupted railway project monitoring and timely issue resolution.
2. Integrated Chatbot Support
2.1 U-Track includes an AI-assisted chatbot available within both Vendor Portal and Manager Portal.
2.2 The chatbot provides instant responses for common issues such as login errors, geo-tag submission problems, sync failures, and report generation queries.
2.3 Users may initiate chat directly from the dashboard interface.
2.4 The chatbot can guide users through troubleshooting steps in real-time.
2.5 If the issue cannot be resolved automatically, the chatbot generates a support ticket.
3. Ticket-Based Resolution System
3.1 Every unresolved issue is converted into a unique ticket ID.
3.2 Tickets are categorized under predefined types such as:
3.2.1 Technical Error
3.2.2 Geo-Tag Submission Failure
3.2.3 Data Sync Issue
3.2.4 Access Authorization Problem
3.2.5 Report Generation Error
3.3 Each ticket is assigned priority status (Low / Medium / High / Critical).
3.4 Users can track ticket status directly within their portal.
4. Vendor Portal Support Workflow
4.1 Vendors may initiate chat from the support section.
4.2 Vendor users must provide project ID and issue description.
4.3 Ticket progress updates are visible in the vendor dashboard.
4.4 Vendors receive notification upon resolution.
4.5 Historical tickets remain available for reference and audit.
5. Manager & Railway Authority Portal Support
5.1 Managers may view all tickets related to their assigned projects.
5.2 Railway authorities may monitor vendor issue resolution performance.
5.3 Escalation options are available for unresolved high-priority issues.
5.4 Administrative users may reassign or escalate tickets.
6. Escalation Matrix
6.1 Level 1 – Automated Chatbot Assistance.
6.2 Level 2 – Technical Support Team Review.
6.3 Level 3 – Senior System Administrator Review.
6.4 Level 4 – Railway Authority Notification (if required).
7. Service Level Expectations (SLA)
7.1 Low priority issues are handled within standard response timelines.
7.2 Critical issues affecting railway operations receive priority handling.
7.3 SLA timelines may vary depending on issue complexity.
7.4 System-wide outages may trigger emergency response protocols.
8. Security & Audit Logging
8.1 All chat communications are logged for compliance purposes.
8.2 Ticket creation, updates, and closure are recorded in audit logs.
8.3 Unauthorized ticket manipulation is strictly prohibited.
8.4 Security-related tickets are handled under Data Security Policy guidelines.
9. User Responsibilities
9.1 Users must provide accurate issue details.
9.2 False or misleading ticket submissions are prohibited.
9.3 Vendors must not misuse the support system for non-project queries.
9.4 Repeated misuse may result in restricted access to support features.
10. Continuous Monitoring & Improvement
10.1 Support performance metrics may be analyzed to improve service quality.
10.2 Feedback may be collected to enhance chatbot intelligence.
10.3 System improvements may be implemented based on recurring issue patterns.
11. Official Contact Channels
For escalated or external communication:
Vxtry Infotech Industry Pvt. Ltd.
📧 support@u-track.online
📧 info@vxtry.com
📞 +91-9911315499