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Support Ticket Priorities

Support Ticket Priorities Explained

We receive many requests for support every day here at ITC, we helping our customers and ensuring that you have a satisfying resolution as soon as possible. In order to do this we have to set priorities based on the emergency status of a request. Every issue that occurs when you are at work is an emergency as it is often affecting your productivity, but to enable us to deal with requests in a timely fashion we do have to prioritise.

To keep you informed, we have decided that it would be helpful for you to be aware of how we prioritise your requests. As a rule support tickets are dealt with in the order they come into us but so we know how to effectively deal with your tickets we have a 3 tier ranking system.

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How do we rank support requests?

High priority: This support request is urgent and it is affecting many people

  • Web servers are down (websites and emails inaccessible by many clients)
  • Dedicated, virtual and physical server crashes
  • Customer site suffering from internet connectivity issues

Medium priority: This problem is affecting multiple people but not the whole company

  • The management within a company are being affected
  • Multiple users are experiencing the same issue (Network printer connectivity issues, accounts software inaccessible, unable to access files)

Low priority: This is often when a support request is an isolated issue

  • Individual users are being affected
  • An issue has occurred but there is a way you can work around it until the issue is resolved.
  • When a client specifically states that an issue isn’t urgent

How do we deal with your support request?

The main ways we receive support requests are via phone and email. Here is the process.

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Support Response Times

Our support response times do vary. This is dependent upon how many tickets and their respective priorities have been submitted. Inevitably there will be occasions when we are inundated with high priority tickets where a company (or many) are being severely impacted, at these times lower priority tickets will be addressed once the high priority tickets have been seen to. If it is taking slightly longer than usual for us to attend to your tickets please bare in mind the priority system, we are sure if you had an emergency you would expect it to be committed to as a matter of great importance.

Companies that rely upon their computers for business productivity find it worthwhile to invest in ITC Care Plans for their business. Tickets submitted by active Customer Care Plan users are processed and addressed as a priority over ad hoc support users. Also if you sign up to the customer care plan during July 2014 you can receive a month free! If you would like to know more about our care plan and how we can tailor one to your needs please call Charli to discuss – 023 8024 9820

What can you do to help us effectively prioritise your ticket and therefore speed up response times? Please take a look at our other blog post:

Ticket Creation and Submission – The key to faster support

Offer: 1 month free customer care plan

 

 

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