FROM: Systems Administrator
TO: Manager
RE: Support Prioritization I understand that you have received complaints from several department supervisors, with concerns that their support issues have not been dealt with in a timely manner. I believe your ticket escalation idea would be perfect for this situation. It will help ensure that both business and end-user situations are met and handled accordingly. I have taken the liberty to draw up a policy regarding how to prioritize support requests, and have included it here for you to review. Each department will get in contact with me, either by email or phone call, and provide the following information. * Their respective department * The technical issue they are having * The workstation that is experiencing the issue.
Each technical issue will receive their own ticket number, with each ticket containing the information from above along with the date, time, and level of the technical issue. The department supervisors, as well as myself will also have a copy of the ticket on file for future reference. The issues will have levels assigned, 1-3, depending on severity. Level 1 would be simple and normal concerns that don’t require urgent and immediate attention. Level 3 would be high-priority issues that need immediate attention. Level 3 issues will be dealt with ASAP, with lower levels prioritized by department in this order: * Customer Service * Sales * Accounting * Marketing
Once you’ve reviewed the proposal and finalized it, each department will receive a copy of the policy. I would suggest each employee receive a copy as well, as to avoid any confusion going forward. If I can be of any further assistance, feel free to call on me any time.