Ticket Support Service

Complete service outage, business interruption, or critical information security risk. Immediate emergency response: initial action within 15 minutes.

Immediate first report from service desk (phone/IM). Emergency contact to PM and dev/ops engineers.

High-risk condition affecting core business or large number of users. Redundancy failure. Priority response: initial action within 60 minutes.

First report from service desk. Engineer assignment and investigation initiated.

Low-risk condition affecting partial features or specific users. Standard response: initial action within 4 hours.

Contact assigned engineer for sequential handling.

Minor impact to non-core features. Specification confirmations and general inquiries. General response: initial action within 12 hours.

Processed sequentially as service requests.

General inquiries. Standard response: initial action within 18 hours.