You can access all requests created by someone from your company from the My requests links in the upper right corner of the portal.
- When the ticket is created, it arrives with "Submitted" status
- As soon as our team starts working on it, the ticket moves to "In progress" status
- If we need more information from you, the ticket is moved to "Waiting for customer" status, and a comment is added on the ticket detailing what information we need to solve the issue.
- If we need a third party to help solve the issue, the ticket is moved to "Waiting for customer" status. Third parties could be Atlassian, an add-on vendor or a hosting provider.
- When providing you with an answer, the ticket moves to "Closed" status. A comment is added providing you with all necessary information.
- If the answer does not fully meet your expectations, you have the ability to reopen it, which moves the issue to "In progress" status.
- If the ticket requires a planned operation in order to be solved (e.g. upgrade, planned restart), it will move to "Operation planned" status, letting you know in a comment when the operation will take place and who will be responsible for it.
- If the ticket is identified as a consulting task, it will be closed with resolution "Consulting".
- Response SLA is measured from the "Submitted" status to the "Operation planned", "Waiting for customer", "Resolved" or "Closed" status
- Response SLA only counts the first hit of the "Operation planned"/"Waiting for customer"/"Resolved"/"Closed" status - this means that if an issue is reopened or gets back to "In progress" status, the SLA does not restart.
- Response SLA is paused on the following status: "Waiting for third party".
- Response SLA mesured according to the coverage selected for the support contract: during business hours for clients who chose business hours coverage and 24/7 for clients who chose 24/7 coverage.
- After ticket creation, the creator receives an email notification.
- At any moment, the creator is able to reply to this notification in order to add a comment to the ticket.
- The creator receives an email notification as soon as the ticket enters "In progress" status, meaning the issue has been taken into account.
- The creator receives an email notification when the ticket enters "Waiting for customer", "Waiting for third party" or "Operation planned" status.
- Our support team receives a notification when the issues is reopened from "Waiting for customer" or "Closed" status.
- The creator receives an email notification when the ticket enters "Closed" status.
- The creator receives an email notification each time the ticket is commented by our support team.
- Tickets that have "Waiting for customer" status and have not been modified for 3 and 6 days are automatically commented, which sends a notification to the creator.
- Tickets with "Waiting for customer" status that have not been modified for a period of 12 days are closed automatically, but you are able to reopen them if required.
- At any point in time, you have the ability to escalate the issue. Escalating the issue sends a notification to the Support Team lead and the Head of Managed Services so that they can review the ticket and take action if necessary.
- We recommend using this escalation button if
- You are not getting the required level of expertise for dealing with an issue
- You are not getting appropriate response time after you provided all information for the support agent to work on your ticket
- If you have a very urgent issue, we recommend you to call us directly rather than escalating the issue (as a reminder, our phone numbers can be found here: Raise a support request)