FAQs Archive - CloudSource IT

Q: How support tickets are processed

When reaching out to our Helpdesk either by phone, email or self-service catalog, a new service ticket (incident or service request) will be created. Within this ticket all available details are documented and the customer who reported the issue receives an email notification with a unique ticket number and a summary of the requested service. A level 1 support agent will then immediately be assigned to work on the ticket. In case the ticket was opened by phone, the agent will try to offer a solution during the same phone call. Once the ticket has been worked on and the issue was resolved, the customer will receive another email notification informing them of the solution and closure of the ticket. In the event that the agent is unable to resolve the issue due to its complexity, they will assign it to the level 2 support queue for further trouble shooting through an expert IT engineer. The customer will be updated through email notifications throughout the entire process and all performed work is documented within the ticket as well. The customer may also follow up on the ticket status by logging in to our ITSM software, which is available online. During the entire ticket process our service engineers adhere to strict SLA's as per our service agreement.

Q: First Level Support with a first contact resolution approach

Our First level support is the first point of contact in the event of IT malfunctions or user problems in the hardware and software area. Our claim as an IT outsourcing provider is the fastest possible restoration of the flawless operating condition of your infrastructure. Incoming faults are recorded and documented by telephone, email or ITSM, followed by a classification based on the priority of the fault. With our trained and experienced IT experts, we offer a comprehensive first level support with an average first-call solution rate of over 70%.

Q: Are Microsoft 365 licenses included in your support plans?

No, licenses are not included and will be paid for by your company. We do offer license management and optimization, making sure that you only pay what you really need. You may choose to purchase your licenses with us as a Microsoft 365 reseller, or manage your own licensing agreement with Microsoft and/or any other third party.

What are support levels and how do they work?

By Admin|2022-04-26T19:06:16+02:00September 14, 2021|Helpdesk Explanations|

Following the ITIL standards, there are 3 support levels: First [...]

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How support tickets are processed

By Admin|2022-04-26T19:06:16+02:00September 14, 2021|Helpdesk Explanations|

When reaching out to our Helpdesk either by phone, email [...]

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First Level Support with a first contact resolution approach

By Admin|2022-04-26T19:06:16+02:00September 14, 2021|Helpdesk Explanations|

Our First level support is the first point of contact [...]

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How are on premise hardware support interventions handled?

By Admin|2022-04-26T19:06:16+02:00September 13, 2021|Helpdesk Explanations, IT Helpdesk Solutions|

Hardware and on-premise interventions are not included out of the [...]

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Are Microsoft 365 licenses included in your support plans?

By Admin|2022-04-26T19:06:16+02:00September 13, 2021|Microsoft 365|

No, licenses are not included and will be paid for [...]

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