Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Contact Us
  • Home
  • Support Articles

Service Request LifeCycle & Escalation

Written by Robert Green

Updated at February 15th, 2021

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Product Documentation
  • Technical Papers
    Automating Failover with GSLB Business Continuity and DR in Dizzion Digital Workspaces
  • Support Articles
+ More


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)

Diagram, schematic

Description automatically generated

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)

Diagram, schematic

Description automatically generated

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

Diagram, schematic

Description automatically generated

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

Diagram, schematic

Description automatically generated

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.  

Was this article helpful?

Yes
No

Related Articles

  • Getting Technical Support
  • Event Resolution and Escalation Policy
Managed DaaS
  • DaaS Complete
  • DaaS Anywhere
  • Cloud Desktops
  • Compliant Desktops
  • Insights & Analytics
  • Secure Endpoints
  • Security & Controls
  • App Streaming
Happy End Users
  • Work from Home
  • Contact Centers
  • PCI Compliance
  • HIPAA Compliance
  • Disaster Recovery
  • Contractors
  • Mergers & Acquisitions
Industries
  • BPO
  • Healthcare
  • Financial Services
  • Insurance
  • Legal
  • Education
Global
  • Available Locations Map
  • AnyCloud Delivery Partners
#OneDizzion
  • Why Dizzion
  • About Dizzion
  • Partners
  • Resources
  • News
  • Careers
  • Leadership Team

Request a demo

Dizzion

600 17th Street Suite 2600S
Denver, CO 80202

1.888.225.2974

  • Login
  • Partners
  • Privacy Policy
  • Master Service Agreement
  • Sitemap
  • Terms of Use
  • Contact Us

© 2020 Dizzion, Inc.

Definition by Author

0
0
Expand