Normal Service Request life cycle
When working with Dizzion Technical support, it is important to understand how tickets are normally handled. There are internal escalation procedures defined that govern how a service request is handled. These procedures outline who handles the issue, how much time is allotted to resolving the issue before a higher tier of support is engages.
Priority 4 (P4) Escalation Process
Escalations:
- VSA/Queue Master to VSE: 30Min
- VSE to LOE Assistance: 1Hour
P4 Escalating Process:
- Degraded desktop performance
- Desktop Slowness
- Application Problems
- Desktop Recomposing
- Desktop Provisioning
- (No event preventing desktop connectivity)
- (Tickets – On Hours 7AM – 6PM CST)
Priority 3 (P3) Escalation Process
Escalations:
- VSA/Queue Master to VSE: 15 Min
- VSE to LOE Assistance: 45 Min
P3 Escalating Process:
- Customer with 1 user down/impacted
- 1-to-1 Event
- (No event preventing desktop connectivity)
- (Tickets – On Hours 7AM – 6PM CST)
Priority 2 (P2) Escalation Process
Escalations:
- VSE to LOE/.PIRT: 15Min
- LOE to Platform : 30Min
- LOE Direct – Platform.PIRT: 15min
P2 Escalating Process:
- Customer with more than 1+ users down or impacted
- Access Level event – majority of users down
- 1-to-many event
Priority 1 (P1) Escalation Process
Escalations:
- Queue Master Immediately Engage LOE, Platform and PIRT
- LOE – Customer Communication and customer PCVDC Troubleshooting
- Platform - Dizzion POD Infrastructure Troubleshooting, engage customer communication if needed
P2 Escalating Process:
- Multiple Customer Down
- Impacted – POD/Infrastructure Level
Customer Escalation Process
The follow this process to escalate high priority service requests. The escalation procedure is used to bring more visibility in to an issue that is either critical in importance or has breached the response time SLA.
