Level 2 Process and Business Rules

 

Hours

 

Level 2 hours of operation are Monday to Friday from 9am to 5pm, please note this is not a dedicated 40 hours.  

 

Level 2 Process

 

All Tickets are progressed to L2 using the scenario in FreshDesk.

The ticket owner is to put notes in the ticket with examples explaining the exact issue and what the expected outcome/fix should be.


Any ticket that is sent to Level 2 must be setup as per the process for "Ticket Management"


Tickets that are not setup correctly or do not have sufficient details for expected outcome will be sent back to Open and ticket owner notified.  


Ticket Types

 

The types of tickets that end up in level 2 are:

  1. Tickets that need level 2 assessment and troubleshooting on their way to the Dev Fairy.
  2. Tickets that need level 2 assessment but then go back to the ticket owner to ‘review and continue’.
  3. Tickets that highlight training is needed or a second opinion was beneficial.
  4. Tickets that may have been able to go directly to Dev Fairy.
  5. Tickets that may be of a complex nature such as custom integrations
  6. Tickets that need documentation changes or updates.

 

Points two and three may require additional processes to best understand how these are handled by the team leader.

 


Level 2 SLA


  • Urgent tickets should go straight to Dev Fairy
  • High tickets should be reviewed within 4 hours 
  • Low/Medium tickets escalated to L2 will be reviewed within 24 hours. 


Level 2 Ticket Review


L2 tickets that have been escalated to DF are the responsability of ticket owners to track and follow up. As per normal DF process, these are discussed in Scrum. If the ticket owner is not going to be available on, the Team Leader will raise if required.


A bi-monthly review of level 2 tickets is scheduled.