Ticket Lifecycle and Service Levels

adminKnowledge Base

Ticket Lifecycle The following describes the 4 lifecycle phases of a ticket from creation as it enters our system all the way through its resolution. Creation: As soon as the system sees a new ticket, it will automatically send the ticket contact an email stating that we’ve received the ticket and have begun reviewing it.  Diligex Support Representatives are also notified. Triage: Within … Read More

Hours and Holidays

adminKnowledge Base

Our normal support hours are Monday – Friday 8:30AM – 6:30PM Eastern Time, excluding public holidays.   Customers with a 24×7 or extended hours contract will receive support according to their Service Level Agreement. On ’15 minute call back’ days, we do not man our telephones.  Please leave a voicemail and a Technician will respond within 15 minutes. 2020 Calendar … Read More