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Ticket Support Process: Hierarchy, SLA & Escalation

Incident Tickets

 

Priority 1 – This is the highest priority ticket, please inform us of these issues 24/7/365 if we have not updated our service status page within 5 minutes of the event occurring. Please call us immediately and inform us of the issue.

Ensure you take reasonable steps to ensure you have diagnosed the issue locally and ensure you do not have a problem with your local network or internet connection before raising a ticket.

Examples of priority 1 cases:

  • If all Skype for Business users in your organisation are unable to sign in for over 2 minutes.
  • If all Skype for Business users have been unable to make or receive PSTN calls for over 2 minutes.
  • If all Skype for Business users are having issues sending/receiving IM’s, calls (whether PSTN or peer-to-peer) or joining/initiating conferences for over 2 minutes.

Priority 1 cases have a 30 minute response time in business hours.

Our response times do not guarantee a fix within these time frames and we will request that you monitor service status for more information on any investigation and resolution.  


Priority 2 – A lower priority case that is affecting the service of no more than 1 Skype for Business client or phone.

Examples of priority 2 cases:

  • No more than 1 Skype for Business client will not sign in for over 2 minutes and reasonable endeavours have been made to ensure this is not a local issue (I.e. internet connection or network issue)
  • No more than 1 Skype for Business client cannot make/receive IM’s, calls or join/initiate a conference for over 2 minutes.
  • Call Quality issues affecting more than 1 user.

Priority 2 cases have a 4 hour response time during business hours. Response times are carried forward to the next business day.

 

Priority 3 – This is the lowest priority case that is not service affecting
Examples of priority 3 cases:

  • Call Quality issues affecting no more than 1 user.
  • Outlook integration errors.

Priority 3 cases have an 8 hour response time during business hours. Response times are carried forward to the next business day.

 

Request For Change Tickets

Tickets that are not related to a support incident, for example, requests for changes to Via Connect, and portal admin changes that can be completed by the domain admin (name changes, call route alterations etc) are not covered by the P1-P3 Priority Categories.

These can still be submitted as a ticket, however they are categorized as a Request for Change.  This will be processed when possible, and the support engineer may provide the appropriate documentation for self service of the change.

 

Required Information For a Successful Diagnosis

When submitting a ticket please provide as much detail as you can in the initial ticket. If the ticket is related to call quality, please provide 3 examples of calls in the last 24 hours.

If sufficient detail is not provided, the ticket will revert to a pending state. These may be closed as per our ticket closure policies below.

 

One Incident - One Ticket

Please only submit one incident per ticket. If more information is added to a ticket which the support teams believe is a new incident, they will inform you that it needs to be submitted as a new separate ticket.

The exception to this is call quality - please provide 3 calls with call quality issues within the last 24 hours. This will help us to help you diagnose network problems by accessing full analysis logs and looking for patterns between those calls.

Please to not report call quality incidents that are outside of a 24 hour range in a single ticket.

 

Zero Abuse Policy

No member of the VIA support team should be required or feel obliged to deal with any customer either face to face, over the phone or in correspondence, who is exhibiting threatening, abusive or violent behavior.   

Threatening behavior is defined as, but not limited to, threats of violence to members of staff or any other person which is, for example; sexist, racist or homophobic; including intimidating language, swearing and/or aggressive body language.

Some times support tickets do take longer than we would like to resolve. However, this does not excuse customers to be able to use intimidating or rude language towards VIA support staff.

You can help us to resolve tickets quicker by following:

  • One Incident - One Ticket
  • Concise but useful information regarding what has occurred in the first ticket
  • When it has occurred
  • What had changed before it occurred
  • If Call quality report incident - 3 call log details in the last 24 hours

If their is abuse towards any members of staff, through either phone, ticket, email or in person, we reserve the right to remove access to our support team.

 

Grading Responsibility

VIA are responsible for grading cases with a priority. If you believe a case should have a higher priority than the assigned priority, please request to speak to an escalation engineer.

Full Support is given on all versions of Microsoft Windows, Microsoft Office and Microsoft Exchange that are within the full mainstream Microsoft Support Dates. Support for versions of windows that are out of Mainstream support and in Extended support or later is of VIA's decision.

Pending Third Party and SLA Pauses

When a ticket is pending third party involvement - for example, a network carrier the ticket SLA will be paused whilst in pending. We will continue to monitor the ticket process with our suppliers, and update you as as soon as the situation changes. Tickets that require Development Team work will be paused and then may move to a closed status - see Ticket Closures.

Escalation

If for any reason a ticket is not solved, and not escalated automatically, please request that the ticket is escalated to the next level engineer.

 

Ticket Closures

End User Pending Status

Tickets in End User Pending status for longer than 9 days will automatically be closed.

Open Ticket Status

If a ticket that has been opened is not solved, for example, its a request that is not possible, or the issue is with a third party provider, we reserve the right to close the tickets.

Tickets that require internal developer changes for resolution will be closed once they are added and accepted to the Development Team Back Log, upon which we will provide you with a Work ID, and the ticket will be closed with the support team.

 

Planned Releases Update Emails

 Sign up to email notifications to receive updates before planned updates on the VIA platform. If these are a portal release, they will include a list of the Development Team work items which are being deployed. If you have been provided a Work ID by the support team, please review these emails to see the latest work items that have been released.

Planned Down Time

Please signup at service status for notifications of any Platform Planned Downtime.

 

Remote Help

If your support agent requests to provide you with remote support, please visit https://help.via.co.uk and enter the code that you are given.

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