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Resource time to examine Support Inquiries are typically within maintenance. If issues indicate material time to research and respond or the need for additional training or consulting, Veson Support will connect the Client with Professional Services and Account Management to discuss options for a Project Request or billable services engagement.
De-escalation Process
For all Clients, we should have a discussion with the Client and justify our reasoning for lowering the priority of a P1 – Critical, or P2 – High priority ticket. Our experienced Clients have knowledge of our different priorities, and we should work with the Client to understand the business impact of the issue before lowering the priority. Please use the ‘Defect Priority Setting’ table to assist with justifying a priority. The Client should be provided with a detailed explanation of the de-scalation.
Once we receive the Client’s agreement, we can go ahead and change the priority level. If this becomes a difficult conversation with the Client, please reach out to TS Management to assist with the conversation.
In cases that is clear that the Client is not familiar with our processes where the wrong priority level has clearly been used, please go ahead and change the priority of the ticket providing a detailed explanation of the de-escalation.
We can utilize the canned response as a template, however further details would need to be added specific to the issue at hand.
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Bugs
Bug reports may be submitted via the Help Center and are assigned to Veson Engineering only after being evaluated by Veson Support. Priority is set initially by the client in the Help Center and further refined directly with Veson Support. Once a defect is fixed, the ticket is assigned to Quality Assurance for testing. Resource time for defects falls under the maintenance agreement.
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