Escalation Process

The Solve IT help desk team is dedicated to responding to service requests based on the following priorities:

• Critical – System or office is completely down, immediate response necessary: less than 1 hour.
• High - Problems are preventing a needed process from completing: within 4 hours.
• Normal - Problem that needs to be resolved, but not necessarily immediately: within 24 hours.

The Solve IT help desk employs the following escalation process:

• Help desk receives inbound service request (call, email, ticket from portal), documents all service request related information in a ticket, and emails the client contact with the ticket number and service request information.  Help desk immediately escalates all high or critical priority tickets to a Level 2 engineer.
• Level 1 - Engineer responds and works all normal priority tickets. If the resolution cannot be identified within 15 minutes, the ticket will be escalated to a Level 2 engineer for further analysis and troubleshooting.
• Level 2 - Engineer receives and works all tickets based on priority. If the resolution cannot be identified within 30 minutes, the ticket will be escalated to a Level 3 engineer for resolution.
• Level 3 - Engineer receives and works all tickets to resolution based on priority.