A Change In How Weston Processes Tickets

A note from Weston’s service manager, Eric SpinneyWe have made changes here at Weston with our ticketing processes that we believe will allow us to solve issues quicker for you. Read on for all the details.

We are now processing all of our tickets by tagging them with a priority-level based on how many people it affects as well as the impact to your business. Based on the information that is gathered when you first submit your ticket with us, we then process our tickets in a queue, highest priority first. Our expected response times to your tickets are based on the type of contract that you have with us as well as the priority of the ticket. Your expected response times (the point on which we start working on your ticket) are below:

CompleteCare SLA

Severity
High
Whole company is affected
Medium
Department or Group
of users are affected
Low
One user or small set of
users is affected
I
m
p
a
c
t
High
Critical – Major business
processes are stopped
1 – Critical
Max 1-Hour Resolution Plan
1 – Critical
Max 1-Hour Resolution Plan
1 – Critical
Max 1-Hour Resolution Plan
Medium
Business is degraded, but there is
a reasonable workaround
2 – High
Max 2-Hour Resolution Plan
3 – Medium
Max 4-Hour Resolution Plan
3 – Medium
Max 4-Hour Resolution Plan
Low
More of an irritation than
a stoppage
2 – High
Max 2-Hour Resolution Plan
3 – Medium
Max 4-Hour Resolution Plan
4 – Low
Max 8-Hour Resolution Plan

 

WestonEssentials SLA

Severity
High
Whole company is affected
Medium
Department or Group
of users are affected
Low
One user or small set of
users is affected
I
m
p
a
c
t
High
Critical – Major business
processes are stopped
1 – Critical
Max 2-Hour Resolution Plan
1 – Critical
Max 2-Hour Resolution Plan
1 – Critical
Max 2-Hour Resolution Plan
Medium
Business is degraded, but there is
a reasonable workaround
3 – High
Max 4-Hour Resolution Plan
3 – Medium
Max 8-Hour Resolution Plan
3 – Medium
Max 8-Hour Resolution Plan
Low
More of an irritation than
a stoppage
2 – High
Max 4-Hour Resolution Plan
3 – Medium
Max 8-Hour Resolution Plan
8 – Low
Max 16-Hour Resolution Plan

Please Note: The times above are business hours.

We will attempt to process all of your tickets in this manner as much as possible without scheduling fixed times to work on your issues. Our goal behind this is to give our analysts the ability to work the ticket to full completion from start-to-finish, with as minimal interruptions as possible, resulting in what we hope is a shorter amount of time for tickets to close.

That is not to say you can’t schedule anything: If we are replacing a piece of equipment or changing some software that will cause downtime for users, we will schedule a time that works best with you.

If you are a non-contract client, we will work on all of your tickets based on priority as well. However, due to the dynamic nature of an unmanaged environment, our expected response and resolution times are best effort.

We are always trying to improve our services and this is one way we are doing it. Please let us know what we can do to serve you better. Thanks for choosing Weston!

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