Frequently Asked Question

Response Time 

1. New Tickets:  
   1. All tickets submitted via osTicket will receive a response within the span of 1 business day. This response will include an initial resolution or an indication of the estimated resolution time. 
2. Existing Tickets:  
   1. If the estimated resolution time is greater than 1 week, a ticket will be updated at minimum once per week with a status update for the ticket owner. 
   2. If the estimated resolution time is less than 1 week, a ticket will be updated before the target resolution date. 

Resolution Time

Tickets will be reviewed based on the priority level of the ticket. This will be measured by leveraging 2 fields indicated by end users:

Urgency:

• High: requires immediate attention; delays could result in a significant impact on business/operations. This indicates that without the resolution the Charter user or external stakeholder is roadblocked and immediate attention is required.
• Medium: requires prompt attention, but can be resolved within the course of a couple of business days.
• Low: this can be resolved when the Support staff has the time and capacity to address this request.

Severity:

• High: issues that include severe consequences, such as a system failure or technical outage.
• Medium: issues with moderate impact, such as partial disruptions with immediate workaround.
• Low: issues with minor impact, such as cosmetic issues or non-urgent feature requests.

Tickets will be prioritized on the basis within the following matrix:

• High Urgency, High Severity: requires immediate and intensive action.
• High Urgency, Low Severity: requires quick action but not as intensive.
• Low Urgency, High Severity: can be scheduled for later but requires thorough attention.
• Low Urgency, Low Severity: can be handled with the least priority.

Availability

JACAN Support staff will be available to respond to tickets within the following business hours: 8-6 ET.

Knowledge & Training

1. All new solutions and updates will be documented and added to the knowledgebase within 24 hours of ticket resolution.
2. A monthly training session (in the form of office hours or a lunch and learn) will be provided for country-wide staff to optionally attend. Session schedules will be sent out at least 1 week before the training session.