Ticket Handling Standards
Ticket Intake
When a production impacting issue is identified, it must be submitted through the Ticket Intake Process.
Tickets should be submitted via https://support.mattfaulkner.net/.
Tickets cannot be submitted via Email (Gmail) and will not automatically open a Service Desk Ticket. (Feature disabled)
Tickets can be submitted by phone at +1-701-581-5280.
Escalations should come over the phone.
Tickets will come in unassigned in the support queue.
Technicians should pickup unassigned tickets at any time.
Incidents should be worked by Priority and then by Created date.
Queues: Support, Escalations, Billing
Ticket SLAs
| Status | In-Progress | Resolved |
|---|---|---|
| Planning | 5 | 14 |
| Low | 2 | 10 |
| Medium | 1 | 5 |
| High | 1 | 1 |
Requests over 14 days should go on the MHC Planning Deck.
Platform bugs, issues, and feature requests should go through GitHub Issues.
Determine Ticket Urgency
Low -
Medium -
High -
Critical -
Determine Ticket Impact
Low - Impact to a single user or device that does not impede normal business operations.
Medium - Impact to a service but a workaround exist.
High - Critical service is performing below acceptable levels or unavailable. Affecting business operations but not a full work stoppage.
Critical - Critical service is unavailable. Full work stoppage for business operations.
Steps in the Major Ticket Process
- Intake
- Triage
- Communicate
- Isolate
- Mitigate
- Communicate
- RCA
- Implement LL
Ticket Resolution
Tickets must include work notes. Screenshots, telemetry, and related error messages can be attached.
Resolution notes should include notes on how the issue was resolved.