Support services | Grape

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Support services

Our service covers second and third level support which includes all essential services to meet SLA (Service Level Agreement) terms:

Ticket Management

  • Verifying if all required input is available
  • Checking for duplicate tickets
  • Assigning tickets to the responsible parties

Incident Analysis

  • Classification of the incident (program error, user settings, problem request, etc.)
  • Cross referencing with FAQs or an existing knowledge base.

Ticket Resolution

  • Ticket escalation
  • Incident closure
  • Integration of the resolution into the knowledge base
  • Measuring performance against SLA