Software Support Service Level, Why it Auto Close?
Many times I have heard comments on software support from other vendors externally by customers as well as internally working in principle. The interesting part is many does not know how these support services measure their support quality or success criteria. This article is just to illustrate how a support ticket goes through and how it is closed or close temporarily till a user response. Typically when we raised a support request, there are always three levels or severity. I would go into the details. But you can check out my past post on that. An engineer typically response to a support request upon receiving a support based on the severity SLA if it's raised online. If that is over the phone, the user will have to wait for the next available engineer to answer the user. Once a call is completed with the user, they will reply to the user based on what was communicated over the phone. This then follows the next step typically awaiting user to perform a certain task a...