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If you
have any questions regarding this policy, please feel free to
contact us at any time during regular business hours. We
will be happy to answer any questions you have.
Telephone:
(570)836-8138
Fax: (570)836-2126
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Support Ticket Priority Policy
In an effort to serve our clients better, we have developed this
Support Ticket Priority Policy. If you
have any questions regarding this system, please do not hesitate to
contact us.
With every problem a client reports, a ticket be generated for our
records. An email with the ticket number will be sent to the
client for their reference. Clients are asked to select and
determine their ticket priority on their honor. If a ticket is
improperly assigned a priority, it may be reassigned.
A detailed explanation of each priority follows below:
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High Priority:
System or Office-wide failure. Used
when major business critical systems such as (but not limited to)
servers or client websites are down.
MWS Response: During
regular business hours, a technician will be notified immediately via
cell phone or pager. During off hours, weekends, and holidays,
please leave a ticket and call us via the emergency number provided to
you.
Normal Priority:
Single computer or non-critical system problem.
This level should be used if a single user or several
users are having issues with a non-critical business application.
Issues may include but are not limited to printing, email services,
viruses/spyware, and PC hardware failure.
MWS Response: The
ticket system is checked regularly during business hours and
periodically at night. We will respond to you when we receive
the ticket either by email or phone call. At that time, a course
of action will be determined by the technician.
Low Priority: Non-critical or work
order requests. This ticket level should
be used for work orders and regular maintenance such as equipment
moving, everyday PC nuisance, and to schedule a technician
visit.
MWS Response: A ticket at
this level will be placed on the technician's schedule weekly schedule
and will be handled at that time
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