Ticketing system and SLA - Zoho Desk

Ticketing system and SLA - Zoho Desk




At Principal33, we use Zoho Desk as the ticketing system.

Help Center

The End-User platform called Help Center can be accessed here where you have to login with your Microsoft credentials by clicking the Office 365 logo on the login page.

Knowledge Base

In the Knowledge Base you can find helpful articles, information and howtos. You can browse by category or use the Search feature by typing in relevant keywords for your problem.

Tickets

By going to the Tickets section you can manage your existing tickets or submit a new one.

Help Center Service Catalogue

The current Service Catalogue is reflected within the ticket categorization as mentioned in this article:
Choosing the appropriate category/ sub-category will route the ticket to the proper support agent (IT, People & Talent, Financial team)

Service Level of Agreement (SLA)

Standard Response time - 6 business hours - starts from the moment when the ticket has been created until the ticket has been acknowledged (work has started and you receive an update)
Standard Resolution time - 24 business hours - starts from the moment when the ticket has been created until the ticket has Resolved or Closed

Exceptions
If the issue is account related or security breach related (critical situations when a user cannot login to his business account) the following apply:
Response time- 1 business hour
Resolution time - 4 business hours

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