Ticket Priorities:
Priority Level |
1st Meaningful Response SLO |
Best Methods for Ticket Submission |
Type of issue |
Example |
P1 - Critical |
60 minutes; update every 4 hrs* (24/7) |
Phone (855)IT-MAVEN (855-486-2836) Web: support.mavenwave.com |
Critical service issue affecting all users. Service unavailable or unusable with no workaround. |
Widespread email delays affecting the majority of email being sent and/or received. |
P2 - High |
4 hours; update daily* (24/5) |
Web: support.mavenwave.com |
This issue is critically impacting a single user or critically impacting collaboration among users. Product does not work as expected, with no feasible workaround. |
A user is unable to access her email and is receiving a 500 Error page. |
P3 - Medium |
8 hours; update weekly (24/5) |
Email: support@mavenwave.com |
Product does not work as expected but a workaround is easily available. |
Unable to delete a group forum post using the Delete button, but the message can be deleted with some URL manipulation |
P4 - Low |
2 business day; update monthly (24/5) |
Email: support@mavenwave.com |
Product does not work as desired, but functions (a workaround is not necessary). |
A user is not able to easily add new words to the spell check dictionary. |
Overview:
This document will outline the different channels that Client’s team has to submit tickets and the expected response and update time associated with.
Email Submission:
Email submissions are not recommended, especially for high or urgent tickets. This method of submission will mark tickets with the default options as follows:
- TYPE: Incident
- PRIORITY: Normal
This can cause a confusion, and possibly delay in response, if the issue sent sits outside of the above spectrum.
Ticket Portal Submission:
This method is RECOMMENDED for ticket submissions as the client will have the option to set their own priority and ticket type. Depending on these two settings, additional triggers and automations on the back-end of the Zendesk environment will guarantee that the ticket receives the appropriate visibility and coverage.
Phone Submission:
For service outages (P1), this is the fastest method to contact Maven Wave. Maven Wave can then ask appropriate questions, assess priority directly with Client, and open a Google Case with details for Google.
Fail-Safe:
There are additional triggers and automations to ensure high-urgency tickets receive the appropriate attention:
- P1 tickets submitted via the Ticket Submission Portal will automatically message the support team members directly - outside of the Zendesk platform
Tickets submitted via Email that include the word Urgent will automatically be submitted with a Priority equal to P1 (Urgent) - this will trigger the first line item on this list as wel
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