Required Actions

There are 3 main actions that must complete for every ticket that is raised from the portals.

Action

Description

Response

A member of the team must respond to the requester/reporter on the ticket raised within the set timescales to acknowledge the query and inform them that it’s being reviewed.

Review

A member of the team must investigate the ticket raised and go back to the requester/reporter with a the next steps or the action that has been taken within the set timescales.

The could be a number of things such as raising a development ticket, a link to a user guide, arranging further training sessions etc.

Resolution

A member of the team must resolve the ticket within the set timescales, giving the report/requestor a solution so the ticket can be closed.

Timing of Actions

Listed below are the types of issues that can be raised and timings of when they will be dealt with as per the agreed SLA’s.

The timescales listed are working hours/days

Type

Response

Review

Quote Issued

Resolution

Critical Bug

30 mins

1 hour

N/A

4 hours

Bug – High

3 hours

1 day

N/A

3 days

Bug – Medium

3 hours

1 day

N/A

Included in next available release

Bug – Low

3 hours

1 day

N/A

Included in next available release

Support Query

3 hours

1 day

N/A

3 days

New Features

3 hours

1 day

10 days

Prioritised by client into available release

Data Requests

3 hours

1 day

5 days

Prioritised by client into available release

Working Hours (Time zone = GMT (Greenwich Mean Time))

Day

Opening Time

Closing Time

Monday

08:00

16:00

Tuesday

08:00

16:00

Wednesday

08:00

16:00

Thursday

08:00

16:00

Friday

08:00

16:00

Saturday

Closed

Closed

Sunday

Closed

Closed