Ticket escalation

Satisfactory Essays
Ticket Escalation

NT1230

Ticket Escalation Policy
Due to the amount of support issues at hand and how the IT team prioritizes them are important to making company time and money manageable for the company as for the IT team. We have gotten together to discuss the matter at hand and have come up with ways to delegate the issue of tasks not being addressed in a timely matter. We apologize first hand if your needs haven’t been met, yet I assure that this ticket escalation policy we have created will correct and hopefully bring to fairness with the departments of the companies we serve that we are doing the best we can with little time .
The IT Team is dedicated to responding to service requests based on the following priorities:
Critical – System or office is completely down, immediate response necessary: less than 1 hour.
High - Problems are preventing a needed process from completing: within 4 hours.
Normal - Problem that needs to be resolved, but not necessarily immediately: within 24 hours.

The IT support help employs the following escalation process:

Help desk receives inbound service request (call, email, ticket from portal), documents all service request related information in a ticket, and emails the client contact with the ticket number and service request information. Help desk immediately escalates all high or critical priority tickets to a Level 2 engineer.
Level 1 - Engineer responds and works all normal priority tickets. If the resolution cannot be identified within 15 minutes, the ticket will be escalated to a Level 2 engineer for further analysis and troubleshooting.
Level 2 - Engineer receives and works all tickets based on priority. If the resolution cannot be identified within 30 minutes, the ticket will be escalated to a Level 3 engineer for resolution.
Level 3 - Engineer receives and works all tickets to resolution based on priority.

I hope that with this policy we can solve these issues with not

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