Service Ticket Handling And SLA

WHAT TO EXPECT WHEN YOU OPEN A SUPPORT REQUEST TICKET

Our engineers follow an established troubleshooting methodology that are designed to minimize the amount of time it takes to begin working on and fully resolve technology service requests and issues. That does not necessarily mean a given issue will take a brief time to resolve, rather that the issue will be resolved in as little time as possible for that situation. Issues will begin being worked on by an Engineer within the SLA goal and then most issues are resolved in under an hour after troubleshooting, however some complex or intermittent issues can take significantly longer to diagnose and resolve. When you open up a new ticket with our Service Desk, you can expect the following process to be followed:

1. An engineer will call you back to begin working on the issue: Our service desk addresses new support request tickets using a prioritized First in First out (FIFO) methodology. This means that the support requests that have the highest priority, and have been waiting the longest, get addressed first. So when you open up a new ticket, expect to wait a period of time before an engineer is available to work on your issue. On average, the amount of time it takes for us to get an engineer working on an issue is between one to two hours, however we regularly experience spikes in our support request volume (especially in the mornings, on Mondays, and right after holidays) that can delay an engineer being available to address your issue. During those periods of high volume it can sometimes take three to four hours for an engineer to get back to you. Rest assured, we are doing everything we can to get back to you as quickly as possible!
2. The engineer will review the reported symptoms: In order to ensure that our engineer correctly understands the issue being reported, they will reiterate back to you what has been reported in their own words.
3. Duplication of the symptom(s): After confirming the symptoms being reported, the engineer will need to see the issue firsthand. This is a critical step in the troubleshooting process, as often directly seeing the symptom greatly reduces the amount of time it takes to resolve the issue. This is one reason intermittent issues can take a long time to resolve, as the engineer will often have to observe the issue to be able to properly diagnose and resolve it.
4. Diagnose and resolve: After being shown or duplicating the issue, the engineer will proceed to diagnose, troubleshoot, and resolve the problem. In most cases our engineer will be able to resolve the issue on their own, however occasionally they will need you to actively participate and/or test as they go through the troubleshooting.
5. Confirmation of resolution: Once the engineer believes that the problem has been resolved, they will contact you to test and confirm that the ticket can be closed.

Please let our engineers know if a situation arises where you are unavailable to assist in the troubleshooting process as described above. In such a situation we’ll need to know who we can work with directly to complete the process.

HOW TO REQUEST CRITICAL AND HIGH PRIORITY SUPPORT

Contact Leverage IT:

• Phone 916.984.6243 / 775.324.7300

CRITICAL – Site Down All Team Members Unable to Work OR Multiple Team Members Unable to Work No Work Around Available, Individual unable to perform CRITICAL business function HIGH – Single user is unable to work. No work-around is available. We are technical experts who listen carefully, help you through issues, resolve problems and get you back to work. We will utilize remote access tools or on-site service as needed to keep you productive. After Hours Emergency Support – if there is a critical or high priority issue that must be address outside of regular business hours, call 916.984.6243 / 775.324.7300 and select option 4. Your call will be forwarded to an on-call engineer. After Hours Emergency Support is available Monday thru Friday 6am-8am; 5pm-10pm; Saturday/Sunday 8am-10pm

HOW TO SUBMIT TICKETS

Tickets can be submitted in four ways:

• Chat: From here Leverage Team Chat or the Leverage IT Tray Icon select “Leverage IT Service Chat” 
• Client Access Portal: https://connectwise.leverageitc.com/support
• Email: Support@LeverageITC.com
• Phone: (916) 984-6243 / (775) 324-7300 option 1 is for Support

The Client Access Portal is the most efficient way to request assistance as your request is routed directly to the individual with the appropriate expertise to handle the issue. We recommend you familiarize yourself with the Client Access Portal and make it your first line of contact with the engineering team. In the event that you are having trouble with your browser or your computer simply doesn’t work, accessing the engineering team via email or phone will provide an easy way of getting a service ticket open. Finally, requests for service can be easily submitted to the engineering team via the email address Support@LeverageITC.com or by simply calling one of the office numbers (916) 984-6243 / (949) 431.2660 / (775) 324-7300.

PRIORITY CODES

Leverage IT utilizes Priority Codes to assign a level of criticality to each ticket that is received. These tickets are then prioritized based on their priority code and the client’s schedule. Below is a listing of our Priority Codes which can be added to tickets opened in the Client Access Portal.

AFTER HOURS EMERGENCY SUPPORT

Unfortunately, issues don’t always appear during regular business hours. For these situations, Leverage IT provides After Hours Emergency Support to ensure that you can get the help you need when you need it. If a CRITICAL or HIGH issue arises that must be addressed outside of regular business hours, call (916) 984-6243 / (775) 324-7300 and choose option 4. Your call will be forwarded to an on-call engineer who will work with you to gather the necessary information and begin the troubleshooting process. After Hours Emergency Support is available Monday through Friday from 6:00am until 8:00am and from 5:00pm until 10:00pm as well as on Saturday and Sunday from 8:00am until 10:00pm.

SERVICE LEVEL AGREEMENT (SLA)

This service level agreement (SLA) documents the characteristics for the provision of the Maintenance and Support. The purpose of this SLA is to ensure that all components and commitments are in place to provide optimal service performance for the business functions. This SLA pertains to Leverage IT Consulting’s Pivotal Support services only and is completely independent, and non-inclusive, of manufacturer support agreements.

Definitions & Assumption

This agreement uses the following definitions and assumption:

• The time zone is assumed to be US Pacific Standard Time.
• Core business hours are from 8:00 AM to 5:00 PM Pacific Standard Time.
• After Hours Emergency Support is available Monday through Friday from 6:00am until 8:00am and from 5:00pm until 10:00pm as well as on Saturday and Sunday from 8:00am until 10:00pm.
• Times expressed as a number of “business days” include business hours, Monday through Friday, excluding designated holidays.
• “Resolution Plan Time” is the time it takes LEVERAGE IT CONSULTING to have a Support Engineer planning and working to resolve an incident after client reports a problem to the LEVERAGE IT CONSULTING Support Desk.
• “Resolution Time” is the time required for a user to receive circumvention or a solution after reporting a problem to the LEVERAGE IT CONSULTING Support Desk.

Resolution Plan Time and Resolution Times and Priority Codes

Leverage IT utilizes Priority Codes to assign a level of criticality to each ticket that is received. These tickets are then prioritized based on their priority code and the client’s schedule. Below is a listing of our Priority Codes which can be added to tickets opened in the Client Access Portal. The following table shows the targets of resolution plan time and resolution times for each priority level: