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)

Ticket with priority set to Medium.
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

Alert
Exceptions
For critical issues (eg. issues that are preventing a user to perform his job - account locked out, device unusable, security breaches etc.), the following response times apply for a ticket that has the priority set to High.

Response time- 1 business hour
Resolution time - 4 business hours

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