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Overview
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PhixFlow support information
The PhixFlow Support team is available to help with any questions, errors, or issues that ticket offices may encounter with the PhixFlow platform or Application. When you contact PhixFlow Support, we create a 'case' in our system. All communications and updates regarding your issue or question will be posted within the case. The person who submits the case will receive email notifications as updates are posted.
Contact Support
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There are two different ways that PhixFlow Support is made available to your organization. Email support@phixflow.com or use the PhixFlow Zendesk portal to raise a request. You can use these methods to reach us during our regular working hours, which vary based on region and service agreements.
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Please contact PhixFlow support to confirm our team's support working hours available for your organization. |
If you have any other problems, please contact the PhixFlow support team.
| Website | http://www.phixflow.com |
Telephone | +44 (0)1223 421308 | |
| Support Email | support@phixflow.com |
| Support Portal | http://support.phixflow.com | |
| Training | https://www.phixflow.com/learning/V9/ |
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| We welcome your feedback. Let us know your suggestions for improvements and new features at feedback@phixflow.com. |
Support handling process
PhixFlow support delivers services through a central Service Desk facility. This facility is staffed by a professionally qualified technical team. Incidents referred to this facility are subject to the following process.
| Process | Explanation |
|---|---|
Collect and record Incident Details | Priority and details of the incident are collected and recorded in the service desk system. A unique number referring to the incident is issued. |
| Assign Resource | Based on the issue, the ticket is assigned to the respective technicians |
Engineer Acknowledgement | The engineer updates the activity tab of the ticket to his name and any other initial comments to confirm that the issue is being handled. |
Review Progress | The service desk team reviews the progress of the incidents. These reviews include monitoring the process against the SLA and internal escalation to the Managers of the respective teams for immediate attention as required. |
Incident Closure | Once a satisfactory resolution of the incident has been reached, approval to close the incident is sought from the user. |
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The service desk will log a ticket and issue a reference number to you and will allocate a priority code to the trouble ticket as defined in the Priority Matrix and Priority Definition. |
Priority matrix
| Priority | Time to Log | Acknowledgment | Response | Target Resolution Time |
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P1 | 15 mins | 30 mins | Update on ticket every 1 hour. Fix plan, permanent solution or workaround within an 8 hours | 8 hours |
| P2 | 15 mins | 30 mins | 8 hours | 2 days |
| P3 | 15 mins | 30 mins | 5 days | 20 days |
| P4 | 15 mins | 30 mins | 25 days | Targetted for next or later release |
Priority definition
| Impact | Priority | Description |
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| Critical | P1 | Critical – A full-service outage impacting all users with no workaround |
| High | P2 | High – An incident that partially impacts the service or an issue that partially impacts the core function of a live system. |
Medium | P3 | Medium – An incident that partially impacts the user’s ability to do work or non-critical areas of functionality is not resulting in significant inconvenience to users. |
| Low | P4 | Low – An incident that has no impact on the critical area of functionality and has minor inconvenience to the users. |