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Enter the customer name. If not yet in the database, enter other and it will be added later.
Due Date -
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The SLA from receiving a task to completion is 3
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days/72 hours from ticket filing, not including weekends
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Configuration due date: 24 hours from creation of the ticket, not including weekends
QA due date: 48 hours from the creation of the ticket, not including weekends
There are a few exceptions
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Any integrated financing should be Integrated financing due dates: 24 hours, not including weekends, from ticket filing (configuration and QA due dates also 24 hours)
Basic onboardings should be within due dates: 24 hours, not including weekends, from the ticket filing Any prioritized customer request except for documents should be within 24 hours, not including weekends, from the ticket filing(configuration and QA due dates also 24 hour)
Top Tier customers get priority support and faster SLA times. All requests except documents, are due next business day. Hereis where you can see the prioritized customers.
Configuration Due Date -
The date should be 48 hours from the creation of the ticket, not including weekends. Their same expectations that apply to due dates also apply to configuration due dates.
QA Due Date -
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Description -
A detailed explanation of what is needed to be done in the context of the ticket.
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