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    Incident Response Based on Severity Level

     

    Concept Searching will use reasonable efforts to correct errors and provide resolution based upon the defined severity Levels. Concept Searching assigns a severity level to the issues and responds accordingly. Please refer to your SLA for the response severity level definitions.

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    Web Portal Ticketing and Tracking System

     

    Concept Searching offers a support ticketing system where clients can raise their own support tickets 24 hours a day and track their progress thru the portal. This system provides an easy to use incident reporting and tracking solution that connects our clients directly with our support team.

    We recommend clients with Level 1 (severe) support issues contact Concept Searching support both by raising the appropriate ticket and telephoning the support line

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    Escalation Procedure

     

    Concept Searching automatically escalates issues within the support team when a lack of progress is being made based upon severity level. In the case of an escalation the customer support representative will escalate the issue to issue category 2 and hand off the issue to the technical support team.

    Should the issue still not be resolved the issue will be escalated internally to issue category 3 and passed to the Software engineering team for resolution.

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