Ticket Reporting
for
db Orlando Collision

In order to provide the highest level of support for all Clients, we have implemented this Customer Service Policy.

As each issue experienced by a Client or their Team is of a different severity, we now have processes in place to track and respond appropriately.

These Severity Levels control our alerts, our response times, and our methods for communication.

It it CRITICAL that Clients follow this for reporting Issues. Incorrectly reporting an Issue may prevent it from being responded to on time.

DAC Team will respond to the Issue and begin working on a solution within 1-Hour. We will continue to work on the solution until it is resolved, until there is a workaround provided, or until we have determined the Issue is not related to a system or service we manage. If we are unable to correct the Issue, we will involve the parties required needed and manage communication with whomever reported the Issue.

The following are examples of CORE services:

  • Website is offline, or lead forms cannot be submitted, or the site is displaying incorrectly/unusable, or exceedingly slow to load (6+ seconds).

  • Email, CRM, or Project Management Systems are down.

  • If DAC provides VoIP/Phone services, and the phone system is offline, or call quality is so poor, that communication is impacted.

  • If DAC provides technology/systems services, and the Internet or core servers are offline.

The following are examples of LEADS being decreased:

  • If Leads are decreased 30% or more, for 3 or more days, and this decrease CANNOT be attributed to Social, Cultural, or Time-of-Year attributes, as has been tracked from prior date ranges.

The following are examples of Two Employees CANNOT work:

  • Two employees have locked themselves out of a core system, due to forgotten passwords.

  • They can’t receive email, either via Webmail or their Desktop app.

  • Their desk phones are down, and there is no other phone available for them to use nearby.

  • There is no workaround or online system available for them to access the service(s) in question.

DAC Team will respond to the Issue and begin working on a solution within 4-Hours. We will continue to work on the solution until it is resolved, or until there is a workaround provided, or until we have determined the Issue is not related to a system or service we manage. If we are unable to correct the Issue, we will involve the support parties required and manage communication with whomever reported the Issue.

The following are examples of NON-CORE services:

  • Cliq, Zoho Meetings, Analytics Systems.

The following are examples of LEADS being decreased:

  • If Leads are decreased 15% or more, for 3 or more days, and this decrease CANNOT be attributed to Social, Cultural, or Time-of-Year attributes, as has been tracked from prior date ranges.

The following are examples of when One Employee CANNOT work:

  • Desk phone is offline/non-functional, and they can not use another phone.

  • If DAC provides technology/systems services, and these systems aren’t functional, and there is no other system for them to use.

  • One Employee is completely locked out of their accounts, and cannot log in.

  • Product error or failure forcing an occasional restart or recovery

  • Severely degraded performance, slow, but still functional

  • Functionality unavailable but the system is able to operate in a restricted fashion.

DAC Team will respond to the communication within 24-Hours: and request further information, offer an informational response, or communicate a follow-up time frame that there will be further discussion. 

This is for any standard Issue communication, information a client passes our way, or discussion of an Employees need. Tickets of this nature will often be responded to with a scheduling request, to resolve within 7-days.

Examples:

  • Error message with workaround

  • Minimal performance degradation

  • Incorrect product behavior with minor impact

Questions on product functionality or configuration during implementation

DAC Team will respond to the communication within 24-Hours: and request further information, offer a training resource or link, or provide a scheduling window for training to occur within 7-days. 

This is for employees who may have additional questions about software or systems, or require repeat training. Employees who are experiencing an issue in how they use software or a system will be referred to here for follow-up.

Examples:

  • General requests for advice on product usage

  • Clarification on product documentation or release notes

Product enhancement request

Submit Tickets

Tickets Information

Tickets Title
Tickets Description
Attach File

Other information

Email Address
Severity
Is it Reproducible
Service
Note: Email ID is used to know the reporter of this bug. Submitting your email ID will not add you as a user or give you access to portal data.