To quickly and effectively resolve any issues, you should include the following information where possible.

• Customer Id or Name.

• Contact Information (name, email, phone).

• Customer impact description and desired severity level.

• Any related open ticket numbers.

• Detailed description of the issue (including screenshots where applicable).

• All other details such as steps to reproduce, frequency of the problem, product version, environment and relevant debugging.

Step One

Ticket Acknowledgement

Customer’s request has been received through valid channel.

Ticket is raised by Apporetum Support Team in the ticketing system and allocated Ticket ID.

The timeline for response will depend on the severity of the ticket and the support package that is in place.

Step Two

Ticket Triage

The Apporetum Support Team analyse and adjust the ticket. This includes severity assessment, prioritisation, categorisation (technical problem, billing problem, feature request)  & any requests for further information.

Step Three

Ticket Dispatch

Ticket is scheduled and assigned to Apporetum Support Engineers based on Ticket Type, Severity and Support Package.

Step Four

Ticket Resolution

Ticket is investigated (troubleshooting issues as required) to determine root cause of customer’s concern. Escalations are made as needed.

The customer is communicated with throughout the process, by providing progress reports, estimated resolution times, and details of additional steps required. 

Step Five

Ticket Closure

Apporetum Support Engineers will automatically close tickets when they find an optimal resolution.

In some cases, a ticket may also be closed when the following conditions are met:

• The ticket is not resolved but is closed by the customer.

• Automatically, after a reasonable duration when a valid solution was provided without a response.

• Automatically, after a reasonable duration when additional information is requested but not provided.

SEVERITY ONE

A Severity 1 issue is one that affects the availability or functionality of a production system, or that causes a disruption to critical business operations. These issues require immediate attention.

SEVERITY TWO

A Severity 2 issue is one that affects the usability or user experience of Apporetum but does not cause a significant disruption to business operations. These issues may have a moderate impact on the end user but can generally be resolved in a timely manner.

SEVERITY THREE

A Severity 3 issue is one that involves general support inquiries, issues that do not significantly affect the functionality or performance of the system, or issues that are primarily cosmetic in nature. These issues typically have a low impact on business operations and can be resolved in a timely manner.

UNDERSTANDING THE ISSUE

We thoroughly review the information you have provided to ensure we understand your problem.

CATEGORISATION

To ensure your ticket is routed to the appropriate support person, we categorise your ticket based on the issue. For example, technical problem, billing enquiry, feature request, general enquiry.

PRIORITISATION

We assess our Service Level Agreements to our Customers to ensure we are meeting our commitments.

SEVERITY ASSESSMENT

We identify tickets that represent critical issue or emergencies such as system outages or disruption to critical business operations. This enables us to escalate tickets that require urgent attention.

DOCUMENTATION

We log all actions taken during the triage process – this helps us track the tickets process and ensures smooth handover if it is reassigned.

COMMUNICATION

We are transparent with our customers, communicating as we go. This ensures our customers stay informed and have clear expectations.