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Open a Help desk ticket
Open a new ticket by going to http://208.85.207.182:10000/help/
or support.kingventures.net and click on “Open a Help Desk Ticket”.
Or Open Existing Ticket
- Fill in the details of the Ticket. You don’t have to be technical just explain the problem and location in your terms. (See Typical Ticket).
- Set priority level
- Wait for reply (usually by email).
- Check your email regularly as there may be a question waiting for you.
- When the job is complete please click on the email link for the ticket in your inbox and confirm that the job has been completed and the ticket is ready to be closed by the representative.
- IT are not authorized to close out tickets without the creator agreeing
IF YOUR EMERGENCY TICKET IS NOT RESPONDED TO WITHIN 5 MINUTES PLEASE CALL YOUR TECH BY TELEPHONE
Response Goals
The following is a summarization of King Ventures service priorities, and the targeted response levels that you should expect after placing a ticket to the Help Desk.
The following characteristics are used to identify the severity of a problem report:
- Business and financial exposure
- Work outage
- Number of clients affected
- Workaround
- Acceptable resolution time
It is not necessary (nor is it likely) to have a perfect match of each characteristic to categorize a problem report at a particular severity level. A given problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. The level 1 support agent and Networking Services jointly determine the initial severity rating for the report. Level 1 and support personnel may then negotiate with King Ventures Support Services to modify this severity after the report is assigned to them.
Severity 1 |
Severity 2 |
Severity 3 |
(High) |
(Medium) |
(Low) |
Business and financial exposure |
The failure creates a serious business and financial exposure. |
The failure creates a low business and financial exposure. |
The failure creates a minimal business and financial exposure. |
Work Outage |
The failure causes the client to be unable to work or perform some significant portion of their job. |
The failure causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks. May also include questions and requests for information. |
The failure causes the client to be unable to perform a minor portion of their job, but they are still able to complete most other tasks. |
Number of Clients Affected |
The failure affects a large number of clients. |
The failure affects a small number of clients. |
The failure may only affect one or two clients. |
Workaround [This bullet carries the heaviest weighting of the characteristics for Severity 1 and 2.] |
There is no acceptable and implemented workaround to the problem. |
There may or may not be an acceptable workaround to the problem. |
There is likely an acceptable workaround to the problem. |
Response Time |
Within one half hour. |
Within one day. |
Within 3 days. |
Resolution Time |
The maximum acceptable resolution time is 2 continuous hours, after initial response time |
The maximum acceptable resolution time is two business days. |
The maximum acceptable resolution time is 10 business days unless as required. |
Tech. Support Requirements
The following are the minimal requirements for a tech support response to a request for support through a new ticket.
1 |
Add arrival time to helpdesk ticket when you arrive on site or start remote session |
2 |
Ensure full description of problem in Help Desk Ticket (you may need to add more information to the initial user input) |
3 |
If problem is not resolved within an hour call The Corporate Office |
4 |
Write down full solution in Help Desk Ticket including how to avoid this problem in the future (if applicable) |
5 |
Complete documentation i.e changes to Visio diagram or procedure manual |
6 |
Add departure/finish time to help desk ticket. |
7 |
All these steps must be completed at the time of the visit |
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