Support
Escalations,
response times
and deployments,
explained
Not sure how our support process works? Below is a quick breakdown.
Your Terms of Engagement contract covers the full detail in Appendix C.
I’ve logged a ticket. What happens next?
You’ll get a confirmation email with your ticket number.
A helpdesk operator checks the classification, priority, and
assigns it to an agent.
An agent reviews it within the Response Time for its priority,
then comes back to you with a plan or a resolution.
The agent sees the plan through to resolution within the
Resolution Time, unless you’ve agreed otherwise together.
If the severity genuinely calls for faster attention, call us and speak to your site’s Linc Authorised Support Consultant, then your Linc Authorised Signatory if needed (both named in Appendix B of
your contract).
What counts as an Issue?
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What if the response or resolution times are not achieved?
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What’s the best way to get my ticket resolved quickly?
Let the process run its course unless the issue is genuinely urgent. Escalating prematurely can actually slow things down for everyone.
Rather than reaching out to multiple Linc consultants individually, stick with the assigned agent, they have the full context and can move fastest.
The same goes for calls, messages and emails. One clear channel gets you a quicker answer than several scattered ones.
A bit of patience and courtesy with our helpdesk team goes a long way. They’re working to get you sorted as quickly as possible.
What about development requests?
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When do deployments happen?
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