INTRODUCTION

Crescom's trouble ticket system makes the processing of service requests more efficient. Trouble ticket system is available only for customers that have a service agreement with Crescom. E-mail messages send to trouble ticket system are automatically entered in the database used by Crescom's technical support team.


NEW SERVICE REQUEST

When sending a new service request or a new fault notification message to trouble ticket system, it is recommended that the name of the customer's company and a short description of the issue is included in the subject of the message. The body text of the message should include a detailed description of the issue and the contact information of the sender.
 


These guidelines about the format of the message are only recommendations on how to speed up the processing of the service request. Regardless of the format, all messages are accepted to trouble ticket system and processed without delay.


AUTO-REPLY

When a new service request is received to the trouble ticket database, an auto-reply with unique identification code is generated and Crescom's technical support team is alerted (during normal office hours). 
 
COMPLETION NOTIFICATION
 
When the service request has been processed and the work has been completed a completion notification is sent by Crescom's technical support team. After the completion notification has been sent the case will be closed. Normally, one should not reply to completion messages. If one replies to completion message the case is automatically re-opened.
 

SERVICE COVERAGE TIMES
 
The service requests send by e-mail are normally processed only during office hours. If a serious fault in the systems requires immediate corrective actions outside normal office hours, Crescom's technical support team should be alerted by calling the 24/7 service number. (Please note: This 24/7 emergency service hot-line is available only for customers with a service agreement covering services also outside normal office hours).