ThinkTilt admits a priority level to ensure that the problem receives an appropriate response. The priority level assigned should not be considered as the level of the request for assistance, but rather as a triage mechanism to facilitate an appropriate response. Priority levels used are the means (individual user, not urgent) – ThinkTilt can assign this level if there have been problems that affect user effectiveness and where workarounds may have been effective. To send a notification email sent an hour after a problem is sent, you can set the next predicate (exit filter) and select the recipients of the notification. The escalation rule to apply is: „New issues must be verified within one hour of transmission, otherwise you will automatically transfer status to „Undified“ status and send an email warning to the project administrator. First, create a predicate for „New Problems“ by clicking on the menu selection for the context of the view on the right side of the header in the tracker list page and selecting the „New View“ menu item. The selected status is not set or „New.“ Lowest (only information) – ThinkTilt can assign this level when a customer asks for information about our applications, but the app works as expected. Most service providers, whether in the information technology field or in other areas, must comply with ALS, which are contractual agreements for the provision of a service within the agreed time and conditions. ALS allows you to ensure that service requests are met on time and make them your competitive advantage.
If an ALS is forced for a support case, the application`s due date will automatically be equal to the specified response time of the ALS. The „Importance“ field of the query position is also influenced by the ALA`s specified priority level. If the case is not completed within the response time, there would be a violation of WADA, which would in turn send escalating emails or text messages to superiors. With the exception of the highest priority level, all response times during default commissioning times (as defined in our maintenance and support policy) are defined. We constantly monitor our support channels for requests for assistance with absolute priority and we address them independently of our support hours. ThinkTilt also sets a target response time for each priority level we want to achieve under normal circumstances. However, we only guarantee to react within the required response time.