A helpdesk operator will triage the ticket by 1) verifying the classification and 2) verifying the priority and 3) assigning the ticket to an agent.
An agent will review the ticket, within the Response Time (see below) appropriate for the ticket type and priority, and revert with a plan of action or resolution.
Unless otherwise communicated with the agent, the agent will oversee the implementation of the plan of action and drive the ticket to resolution within the Resolution Time (see below).
If for legitimate severity reasons as outlined by the Severity ratings above, the response or resolution times need to be escalated, contact us telephonically and speak to the Linc Authorised Support Consultant for your site, and after that, to the Linc Authorised Signatory – both as stipulated in your Terms of Engagement contract, Appendix B.
