TABLE OF CONTENTS
- How to use our help desk system
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 ticket||Availability||How to use|
|Help Desk Portal||24/7 access||Simply visit our portal at support.concerouk.com and click Log a new ticket|
|24/7 access||Email email@example.com|
|Phone||7:30am to 5pm Monday to Friday||0333 111 0004|
|In person||Scheduled Site Visits||Speak 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.
|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 Time||Up to 8 working hours||Up to 4 working hours||Up to 2 working hours||Up to 1 working hour|
|Target Resolution Time||Up to 80 working hours||Up to 40 working hours||Up to 16 working hours||Up 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 Name||What does this mean?||Is the timer on?|
|The ticket has been logged, a technician will pick up the ticket, assess and begin working on it.||Yes|
|Pending Action||The ticket has been picked up but we are not currently working on it||Yes|
|Resolved||The 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|
|Closed||This issue has been closed following the 72 hour period||No|
|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.
|Waiting on Third Party||We are waiting on a third party to complete work, or provide information or attend site.||No|
|Waiting for Site Visit||We 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 Date||You have asked us to do something at a specific time, it's logged and will be actioned||No|
|Escalated - needs action||We 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 progress||The 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 on||We are actively working on this ticket (used when a ticket may take more time)||Yes|
|Request More Information||You have not provided enough information for us to complete this task.||No|
What can't Concero cannot help with/control
|Issue||What we can do to help|
|Availability of third party systems and websites||We 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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