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Support Ticket Process

Here is the process that we follow to resolve your service ticket

To start a service ticket, please email us at help help@ts-tech.com This e-mail address is being protected from spambots. You need JavaScript enabled to view it . After we receive an email, several things happen:

1. Automatic Acknowledgment

You get an automatic acknowledgment that your request has been received and logged.

2. New Service Ticket

A new service ticket is generated with a ticket number that can be used to track your request via the Client Portal.

3. Ticket Processing

Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue.

4. Email Response

You will receive an email directly from a resource as they begin working your request, followed by a phone call to discuss.

5. Automatic Updates

The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.

 

Three special requests to you:

1. Ticket Related Responses

If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket.

2. New Ticket or Un-Related Responses

If you have to notify us of an un-related problem, please create a fresh email to help@ts-tech.com This e-mail address is being protected from spambots. You need JavaScript enabled to view it and do NOT reply to an existing case or ticket email.

2. Please do not email/call directly to our staff

If you email our technical team directly, or call their direct extensions, it is likely that your service request will wait longer then it needs to.  This is because our team's individual email is not watched as closely as the ticketing system.  Individual voicemail and email is subject to the individual having time to check for new messages, where as the ticketing system is a process and workflow that we have defined to ensure someone is always on triage duty. The ticketing system also creates a record of your request that is tracked by our time management system, meaning that in order to work on your issue and get credit for the time spent, TS Tech staff members will need to manually create a ticket for the email or voicemail you have sent, delaying a response by another few minutes while they document your communication. 

 

We have setup three voice mail boxes and three call groups and three ticket email addresses to ensure your request is sent to the right person:

Call Extension 1 for Sales and it will ring anyone who can help you with account management and sales.  Voicemails will be delivered to the sales@ts-tech.com This e-mail address is being protected from spambots. You need JavaScript enabled to view it email to ensure the right party receives the message. 

Call Extension 2 for Technical Support and it will prompt you to open a new ticket or speak with someone about a current ticket.  Voicemails will be delivered to the help@ts-tech.comThis e-mail address is being protected from spambots. You need JavaScript enabled to view it email to ensure the triage and dispatch manager receives your message.  They will transcribe the voice mail into text, which is why email is faster.

Call Extension 3 for the Accounting Department.  It will ring anyone who can help you with accounting questions.  Voicemails will be delivered to the accounting@ts-tech.com This e-mail address is being protected from spambots. You need JavaScript enabled to view it email to ensure the right party receives the message.

 

Understanding the Service Level Agreement (SLA)

We understand that your requests are urgent.

We will always make every effort to respond to your tickets quickly.  Please keep in mind that you are using a shared IT service, and we have many clients with diverse needs.  In order to be fair and ensure we provide a consistant service we ask that all tickets be created by email or the customer portal.  Voicemail created tickets will delay the speed of acknowladgement.    In order to best serve our entire clientele, we follow a Service Level Agreement (SLA) that outlines the speed at which we are respond to you.  The SLA makes it possible for us to evaluate all the inbound tickets from all our clients and proritize them based an order of importance.  To do this, we look at the specific SLA a client has contracted with TS Tech, the number of users impacted by a problem and the severity of the problem.  Businesses with a critical server problem will always receive service before scheduled appointments regardless of SLA. Problems that are stopping productivity will receive higher importance than annoyances.  Problems impacting more users will receive priority over problems impacting less users in the same SLA class.  Clients who are paying for faster a SLA will receive service more quickly, and TS Tech limits the number of priority SLA clients. TS Tech also limits the number of our clients based on the number of our engineers to ensure that we can maintain your SLA.  

Your specific SLA is defined in your master service agreement or attachment agreement that you signed with TS Tech at the start of the plan.  If you don't have your specific SLA available, a good rule of thumb is that TS Tech will acknowladge tickets within 15 minutes, triage within one hour, start work on the ticket or schedule it within four hours and resolve within 24 hours of the start of work or scheduled date.   All times are based on TS Tech office hours, Monday - Friday from 8:00 to 5:00 PM and the timer will pause or reset each time TS Tech leaves a message or is unable to reach someone at your facility. 

 

There are three time periods that we track in the SLA for our own reporting:

Responded to: This first time stop occurs once we acknowladge the ticket and place it in a "pre-process" status denoting the ticket is in queue for service by a technical resource.

Resolution Plan: This second time stop occurs once we have market the ticket as "in progress," "scheduled onsite," or "Scheduled remote" status meaning a member of our team is activly working on or scheduled to work on the ticket.  

Resolved: This final time stop occurs once a ticket is completed by an engineer. 

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