Customers may log all faults via e-mail, twitter or telephone in the case of emergencies. A support ticket will be generated from an e-mail, twitteremail, or a support person agent logging a fault. First line support will be responsible for monitoring all tickets lodgedlogged, and assigning an appropriate status and resource to them.
In the event of an emergency, the support person agent is expected to log a ticket immediately upon receiving an emergency call. They will then follow the emergency procedure, to the point that either the issue is resolved, or the issue needs to be escalated by the support team. Front-line support may not escalate the issue until each step in the support procedure guide has been checked.
If the issue needs to be escalated the second line support person agent is expected to act on incident immediately, and the front-line support person agent is expected to contact the customer to communicate that the issue has been escalated.
- Ticket opened
- Ticket is being diagnosed
- More information is required from the Customer
- Actively fixing problem
- Problem solved
- Testing and verification
- Client to close
- Issue is Closed