Yealink Ticket SLA
Last modified date: 2020/03/30 Views: 332
Description

Yealink Ticket Service-Level Agreement


Resolution


Response Timeframe/Resolution Requirement:

Priority

Feedback time

Confirmed

Fixed

P1/P2

100%  within 1 work day

80% within 1 week

80% within 1 month

P3/P4

100%  within 1 work day

80% within 1 week

60% within 1 month


Definition of Progresses:

1.New: The ticket has not been replied.
2.Feedback: Problem phenomenon, information, priority (including business information) are unclear or the problem cannot be located based on current information.
3.Confirmed and Fixing: Problem and information are clear and get the valid debug files.
4.Fixed and Pending Closure: The engineer has provided a solution for the customer.
5.Closed: The issue has been resolved
Note: New-> Feedback-> Confirmed and Fixing-> Fixed and Pending Closure-> Closed.
These are the general processes of the ticket, but “Feedback” and “Confirmed and Fixing” are not necessary processes. For example, if a new ticket comes and engineer can provide solution to the customer, the ticket progress can be changed from “New” to “Fixing and Pending Closure” directly.


Definition of Priority/Severity:

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Product Type
Yealink CIPPE Training Package
Version
N/A
200/200
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