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)

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)

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

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

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.