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Ticket Hierarchy & SLA

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.

 

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.

 

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.

 

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.

 

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.

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