Opening and Viewing Tickets

To open a Ticket

1. On the aizan Helpdesk home screen, click New Support Ticket.
2. In the Requester field, add your email address.
3. In the Subject field, enter a concise title describing the issue.
   TIP: The Subject field is used to search the Knowledge Base for possible solutions for the issue being raised. It may be helpful to review the Articles in the gray area to the right before submitting a Ticket.
4. In the Description field, enter a detailed summary of the issue. Attach any files that would assist the agent in investigating.
5. Click Submit to create the Ticket.

• You will receive a notification email informing you that the Ticket has been created.
• You will receive a notification email when the Ticket Status is changed To Resolved or Closed, or when the Helpdesk agent has added public-facing comments.

To view a Ticket

1. On the aizan Helpdesk home screen, click Check Ticket Status.
2. On the Tickets screen, click the Ticket to display the ticket details screen. Use the green Action Bar to reply to the Helpdesk, mark a Ticket as Closed, or add people to the conversation.

Process

1. The User opens a Ticket.
   Note: If aizan monitoring detects events prior to the Customer opening Ticket, Helpdesk will complete Step 1 and proceed.
2. The Helpdesk applies Priority to Ticket details based on Priority guidelines (see below). The Helpdesk provides initial expectations, engages partners, and engages internal resources, as required.
3. The Helpdesk updates the Customer by updating the Ticket, until resolution.
   Note: RCA (Root Cause Analysis) delivery is communicated, as required.

Additional Expectations

• Tickets must be opened by direct Customer Users. Issues encountered by frontline agents or third-party vendors must be vetted through Customer IT or department resources.
  Exception: aizan Helpdesk accepts Tickets from pre-authorized Customer agents working non-business hours to support other time zones.
• Tickets must contain all relevant information to start an investigation. Missing information may cause delays in resolution.
• aizan Helpdesk will review the Ticket and set Priority appropriately.
• A Ticket starts an investigation into an unknown root cause. Once the problem and solution are identified, Helpdesk communicates an Estimated Time to Repair (ETTR) to the Customer. Before a root cause is known, a time line to resolution cannot be provided.
• The Helpdesk will respond to the Ticket Requester. Customers are responsible for communicating to a wider internal audience.
• aizan Helpdesk aims to deliver all Root Cause Analysis reports within 5 to 10 business days.

Status

Priority

Expectations

Priority is set by aizan Helpdesk in relation to all Tickets being managed using the guidelines below.

There is no automatic correlation between Customer urgency and Helpdesk priority. If there is a compelling reason to address an issue or request with a priority above its initial classification, a Customer can contact the aizan Helpdesk by phone to make their case.

Response time definitions

• If the Ticket is opened by calling aizan
  • The response time is measured between the time when the call is answered by the Helpdesk and the time when a Ticket Number is provided.
• If the Ticket is opened by sending an email to aizan Helpdesk
  • The response time is measured between the time when the system creates the Ticket (by issuing a Ticket Number) and the time a Helpdesk Agent responds back to the Requester by email or with a public-facing comment on the Ticket.
• If the Ticket is opened by the Customer on the Ticket Portal
  • The response time is measured between the time when the system creates the Ticket (by issuing a Ticket Number) and the time a Helpdesk Agent responds back to the Requester by email or with a public-facing comment on the Ticket.

Update Schedule

Customer expectations for communication regarding Tickets must align with the Ticket update schedule.

In specific circumstances, the Customer and aizan Helpdesk may agree to suspend interval communications until the Target Date for resolution. For example, if a fiber cut has been confirmed and is expected to take 8-10 hours to repair, parties may agree to an update every three hours.