Ticket Management Process

This is the process for the recording, diagnosis, tracking, and closure of client support tickets. This includes the flow of information, ticket severity definitions, and ticket resolution responsibilities. This covers from initial contact by the user to problem closure.

See Problem Severity Definitions.

Client Support Calls
Coverage Hours

The time the client support will be available to accept calls.

9:00 am to 5:00 pm (CST) Monday through Friday USA, except per company holiday schedule.

Client Support Ticket
Coverage Hours

The time the client support will be available to accept support tickets.

24 hours X 7 days a week. There may be delays during company holiday schedule.

Ticket Logging

This is the documentation to capture requests, symptoms, priority, contacts, and relevant information.

http://www.31moons.com/support

Ticket Acknowledgment

The time for the client support to contact the ticket originator, acknowledging that the ticket was received.

See Problem Resolution

Client Support Response

The ticket or call response  timeframe is the length of time for support to respond and ticket or call back the customer.

Client support provides staffed coverage during the hours of 9:00 am to 5:00 pm Monday through Friday (CST) USA, except per company holiday schedule. For the non-staffed hours. See Problem Resolution

Status Ticket or Calls

The client support will provide updates on progress in resolving tickets emails or calls to identified personnel.

See Problem Resolution

Resolution Target

The target time that it will take to resolve each ticket depending on priority.

See Problem Resolution

Emergency Conatct Backup

In case 31moons.com site is down. This will serve as an alternative means of updating our clients.

http://www.twitter.com/31moons

Description

Definitions

All tickets will be classified into the following severity levels:
Low
Medium
High

Low:
Problem is not causing immediate difficulty.

General usage questions, partial or non-critical loss of functionality .

• Impaired operations of some components, but allows the user to continue using the software.

Medium:
Problem is causing immediate difficulty.

Major functionality is severely impaired.

• Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
• A temporary workaround is available.

High:
Problem needs to be addressed right away.

• System(s) are down and no workaround is immediately available.
• All or a substantial portion of data is at a significant risk of loss or corruption.
• You have had a substantial loss of service.
• Your business operations have been severely disrupted.

Low

60 - 120 min

1 – 3 business days

Upon closure

Medium

30 - 60 min

1 – 2 business days

Every 4 hrs

High

15 - 30 min

24 hours

Every 2 hrs

System Server and Network Availability

The hours that the system server will be available for processing.

The system server and network availability target is 99%.