Support Archives • NLP Logix

Priority Support

Sarah Wong2022-09-28T18:05:51+00:00September 23rd, 2022|Categories: Business Process Management, Business Process Optimization, Support, Workflow|Tags: Continual Improvement, ITIL, P1, Support, Ticket|

Priority Support for Ticketing Process Regarding P1s, it seems suspiciously circumstantial that keyboards have the “1” and “!” on the same key. P1s are “Priority 1,” top-priority Support tickets addressing business-critical needs. If a support ticket comes in assigned as a P1, urgency from the NLP Logix Client Operations Team is actionable with the emphasis of taking action with an exclamation point! As tickets are channeled into the pipeline, they are assigned a priority level of P1, the most urgent, to P4, the lowest urgency. These levels are based on the ITIL standard if identifying the impact and urgency [...]

Ticketing System

Yeah, that's the Ticket It may not be the adrenaline rush of a coveted concert ticket or the panicked thump thump of the unwanted traffic ticket, but the Client Operations’ support tickets have a special place in the heartbeat of our technology solutions. As NLP Logix’s Client Operations team channels production support tickets, they keep the steady beat of client solutions flowing. The Client Operations team exercises their problem-solving prowess daily. They are the front lines to getting our client solutions up and running during a critical outage, triaging issues and communicating the next steps to the client, and working behind the scenes on ongoing solution health tasks. [...]