Ticket Resolution
What happens after I create a Support Ticket?
Once you have created a Support Ticket the following process will be followed:
| Step | Process |
|---|---|
| Initial Investigation | Once a call has been logged and accepted by Modica, it will be passed to the Modica Technical Services team who will investigate the fault and, if possible, rectify it. |
| Initial Feedback | The Technical Services Team will contact the Client and advise of the status of the fault. If the fault has not been fixed at this time, an Estimated Time to Fix (ETF) will be given and an outline will be given of the steps being taken to fix the fault. |
| Secondary Feedback | The Technical Services Team will once again contact the Client and advise of the status of the fault. If the fault has not been fixed at this time, the Estimated Time to Fix (ETF) will be confirmed or revised. Additionally the Client’s Account Manager will be notified of the call. |
| Subsequent Feedback | The Technical Services Team will once again contact the Client and advise of the status of the fault. If the fault has not been fixed at this time, the Estimated Time to Fix (ETF) will be confirmed or revised. Additionally Modica’s Operations Manager will be notified of the call. |
| Ticket Tracking | The status of a ticket/call can be tracked by ringing 0800 663 778. |
| Ticket Closure | At the point when the fault is fixed, the Technical Services Team will notify the Client. The ticket/call log will be updated to include details of the steps taken to resolve the fault and the ticket/call’s status will be changed to ‘Resolved’. |
| Escalation | The above procedure represents the normal course of events. Should these procedures or timelines fail to be adhered to by Modica, the Client should call the Modica Support Desk and request escalation of the issue to the Head of Service Delivery or COO. |
Fault Escalation Timelines The following table shows the timelines for feedback to the Client and escalation within Modica:
| Call Category | Critical | Normal | Minor |
|---|---|---|---|
| Initial Investigation | Starts within 15 minutes of ticket/call acceptance. | Starts within 30 minutes of call acceptance. | Starts within four hours of call acceptance. |
| Initial Feedback | 30 minutes from call acceptance.Client’s Account Manager notified. | Two hours from call acceptance. Client’s Account Manager notified. | One day from call acceptance. |
| Secondary Feedback | One hour from call acceptance.CFO notified. | Four hours from Call Acceptance. CFO notified. | Two days from Call Acceptance. Client’s Account Manager notified. |
