This plan is effective from 02/06/16.
Problem – An unplanned interruption or reduction in the quality of an IT service
Incident – An unplanned interruption that is part of a Problem that affects more than one person
Problem Ticket – An electronic ticket that is uniquely identify the Problem in Zendesk
Incident Ticket – An electronic ticket that is linked to a Problem Ticket in Zendesk
Zendesk – The service desk software used by Fewzion
Priority – A code assigned to Problems indicating the importance of the Problem
Ticket Type – A code to categorise tickets in Zendesk
Service Level Agreement (SLA) – A part of the service contract where a service is formally defined
Reporting a Problem
Customers can report a Problem to Fewzion’s Support Team by:
- Login to the Customer Portal and report the Problem
- Send an email with the Problem to firstname.lastname@example.org
- Use the Feedback widget within the Fewzion Site to submit an annotated screenshot
- Call Fewzion’s support hotline
Problem Response Process
We follow the conceptual process of ITIL in our Problem Response Process (see below).
Level 1 Support – First response to customers enquiries made by phone, email or Fewzion Feedback widget. This level is responsible for solving basic issues and escalating challenging problems to Level 2 Support
Level 2 Support – In-depth technical support level for advanced problems. If the issue cannot be solved in this level than it will be escalated to Level 3 Support
Level 3 Support – This level is responsible for solving the most difficult problems and creating new features
Problem Confirmation and Classification & Initial Support
When a Problem is recorded, the Ticket is assigned to the Team Leader by default. The Team Leader evaluates the Problem, sets the Ticket Type and Priority and assigns the Ticket to the relevant staff member.
When a Problem is identified as an Incident (an instance of a known Problem), the ticket will be linked to an existing Problem Ticket. When the Problem Ticket is solved, all of the associated Incident Tickets are automatically resolved
- Question – Indicates that the requester's Ticket is a question rather than a Problem that needs to be solved
- Task – Indicates that the requester's Ticket is a Task request. The Task Due Date is set based on the agreement with the Client after consultation.
- Problem – Indicates that the requester is experiencing a problem with Fewzion and/or the service.
- Incident – Used for occurrences of a Problem that affects more than one person.
- Urgent – The Problem has caused disruptions to the Customer's critical business operations
- High – The Problem has caused a significant disruption to the Customer's business operations, but the Problem can be worked around or a short delay in response is acceptable
- Normal – The Problem is an important issue, but has not caused a significant disruption to the Customer's business operations
- Low – The Problem is a non-critical issue
Priority defines the Resolution Time of a Problem by the Service Level Agreement (SLA). Fewzion has individual SLAs with clients. See an example below.
|Priority||First Time Response||Resolution|
|Urgent||Two (2) hours||Eight (8) hours|
|High||Two (2) hours||Sixteen (16) hours|
|Normal||Four (4) hours||Thirty-two (32) hours|
|Low||Eight (8) hours||1 week|
This SLA needs to meet with Response Targets in respect of 95% of all logged Problems; and Resolution Targets in respect of 80% of all logged Problems.
SLA Availability Target:
Fewzion will be available for use by the Customer 99% of the time, excluding agreed maintenance and upgrade windows and excluding any downtime as a result of an unavailable server, network or other factor outside of the control of the Supplier. The "availability percentage" shall be calculated as follows:
Z = ((t – p - i) – a)) / (t – p - i) x 100
Z is the availability percentage, where:
T = total number of core operating hours for the calendar month
P = total number of hours for excluded interruptions during a calendar month
I = total number of hours for application issues for the calendar month
A = total number of hours the system was not available during core
Investigation & Diagnosis
The Support Team member begins the analytical process to solve the Problem within the Resolution Time (SLA). During the problem solving, the Support Team member evaluates the Problem, establish remediation steps and communication with the Customer.
This Support Team member might escalate the Problem to another level of support or assign it to other member of the Support Team.
Resolution & Problem Ticket Closure
When the Problem is resolved and tested by the Customer, the Support Team member can close the Problem Ticket. When the Problem Ticket resolved, all of the associated Incident Tickets are automatically resolved.