Real people, real-time responses
When a ticket is submitted, clients can select an urgency level of Critical, High, or Normal. Each ticket is reviewed by a Triage Engineer and given a priority rating based upon criteria of a) time sensitivity of the issue b) type of impact on the user(s) and c) severity of impact on the user(s). We aim for a response time of one business day or less on all high priority issues, and no more than two to three business days during peak times. Critical issues are responded to twenty-four hours a day, seven days a week with a goal of a fifteen-minute response time. Keep in mind that response times can vary with seasonal volume.
Resolution times average fewer than two days, but due to the great variance in the types and complexity of issues, we are not able to guarantee resolution times. Our top priority is providing a quality solution to a problem, so while Support staff can offer solutions, only clients are able to permanently close a ticket and say that it has been satisfactorily resolved.
On average, tickets from clients with higher SLAs will have faster response times than tickets from clients with lower SLAs. SLA impacts a ticket’s position in the queue by placing higher SLA tickets above lower SLA tickets of equivalent urgency and/or priority ratings.
We handle a diverse set of requests and have a diverse team to match, all available to help any client. We find that having multiple specialists available ensures the quickest possible response/resolution time. The Support team works very closely, so no matter who responds to a ticket or what additional issues may be uncovered in the ticket, the expertise needed to resolve the issue is readily accessible. If a submitted issue turns out to have more significant impact than originally thought, or if impending deadlines increase the time sensitivity of an issue, requesting escalation of the urgency of the ticket only requires posting the request to the ticket.
