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Thanks for putting this together...
Bookmarked - thank you, Melanie.ODonovan.
Melanie,
Can you also update SLA for different priorities.
If Online Support Ticket is submitted:
- After how many hours will support respond?
- What is the expected case completion time if the customer provides all information?
It would be better if you could also have an SLA especially to a system down or urgent priority. In my opinion, it doesn't make sense to have priority level if you do not have an SLA
It's really frustrating to wait for so many hours for the support to handle our tickets because all of our users are also asking for the ETA to resolve the issue.
And if you could try the phone support, you will still on hold for several hours..... This is based on my experience.
