Submitting a ticket at Concero

Modified on Sun, 10 Apr 2022 at 07:32 PM

TABLE OF CONTENTS

How to use our help desk system

Concero operate a ticket system for supporting our users - with hundreds of issues logged each day from our customers, it is a key system that helps us prioritise our support to ensure that everyone gets the support they need, as quickly as possible.


You can submit a ticket in different ways to us, but every issue becomes a ticket in this system, with a unique reference number (ticket ID) that we can reference to quickly locate the ticket.


Different ways you can log a ticket with Concero

Whichever method you use, you will get an email with your ticket ID. Our team work on tickets between 7am and 5pm Monday to Friday, regardless of how a ticket is logged.


Method of submitting a ticketAvailabilityHow to use
Help Desk Portal24/7 accessSimply visit our portal at support.concerouk.com and click Log a new ticket
Email24/7 accessEmail support@concerouk.com
Phone7:30am to 5pm Monday to Friday0333 111 0004
In personScheduled Site VisitsSpeak to your onsite technician who can log a ticket for you.


How quickly will you solve my issue?

Your ticket will be given a priority, and based on that priority it will be assigned a resolution time. Our response is measured in business hours, which are between 7:30am and 5pm Monday to Friday. We aim to respond within our SLA 95% of the time.


StatusLowMedium (Default)HighUrgent
Impact of issue reported.

Simple requests, no one immediately affected – this level is usually applied to requests for Moves, Adds, or Changes of equipment or users.

A limited number of users or functions affected, the majority of your operation can continue as usual

A large number of users or business critical functions affected

All users are affected with all functions unavailable

Target Response TimeUp to 8 working hours Up to 4 working hours Up to 2 working hours Up to 1 working hour 
Target Resolution TimeUp to 80 working hoursUp to 40 working hoursUp to 16 working hoursUp to 8 working hours 

What do the different statuses mean?

To keep you informed of the current state of your ticket, we assign different statuses to the ticket as it progresses. The table below outliners what each means, and if the timer is on. If the timer is on - this means that it counts against our SLA target, if it is off, it means we do not count time in this status towards our SLA targets. This is because we often cannot control the wait due to external influences.


Status NameWhat does this mean?Is the timer on?
Open
(Being Processed)
The ticket has been logged, a technician will pick up the ticket, assess and begin working on it.Yes
Pending ActionThe ticket has been picked up but we are not currently working on itYes
ResolvedThe ticket has had a resolution sent which we think will fix the issue. You will get an email to confirm all is fixed after 72 hours.No
ClosedThis issue has been closed following the 72 hour periodNo
Waiting on Customer
(Awaiting your reply)
We have sent you updates, and require your response to progress the ticket.

You will get a reminder after 24 and 72 hours to provide your response, if we don't hear from you, your ticket will be automatically closed. Just reply to reopen.
No
Waiting on Third PartyWe are waiting on a third party to complete work, or provide information or attend site. No
Waiting for Site VisitWe have got your ticket, but we can only fix when next onsite, the next visit will be as per your rota, and we will complete this ticket then.No
Awaiting Action on Specific DateYou have asked us to do something at a specific time, it's logged and will be actionedNo
Escalated - needs actionWe have had a request from one of our technicians to look into your issue in more detail and with a 2nd or 3rd line member of the team. The ticket is awaiting this team to pick it up.Yes
Escalated - in progressThe ticket has been escalated and is now being worked on by one of our technicians. Escalated tickets are usually more tricky and so may take longer to resolve.Yes
Actively working onWe are actively working on this ticket (used when a ticket may take more time)Yes
Request More InformationYou have not provided enough information for us to complete this task.No


What can't Concero cannot help with/control


IssueWhat we can do to help
Availability of third party systems and websitesWe can't control whether a third party system is working correctly, however we can monitor and let you know when it is working, or log the issue with them on your behalf
Anyone that is not a paid employee, registered volunteer (including governors/directors), student* of the establishment with an SLA with us.

*We will assist parents with students support requests
Our contract is with the school, and therefore we can only support direct representatives of the school.

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