At Jivrus Technologies, we are committed to providing excellent support to our customers. This policy outlines our incident management and ticket management process to ensure the timely and effective resolution of issues.
This policy applies to all Jivrus Technologies' employees and contractors involved in the support and resolution of incidents related to our products and services.
An incident is defined as any event that disrupts or has the potential to disrupt Jivrus Technologies' products or services. Examples include system downtime, performance issues, security breaches, and data loss.
Employees and contractors must report incidents immediately to the designated support personnel or team. Incident reports must include a clear description of the incident, its impact on customers, and any other relevant information. Incidents will be prioritized based on their impact on customers and the severity of the issue, as defined in the Service Level Agreement (SLA) with the customers. Incidents may be escalated to higher-level support personnel or management as necessary to ensure timely resolution and escalation procedures will be defined in the Incident Response Plan.
A ticket is defined as a customer request for support or assistance, which can be initiated through email, phone, or online support portal. Tickets will be prioritized based on their impact on customers and the severity of the issue, as defined in the SLA. Jivrus Technologies will respond to tickets within the timeframe defined in the SLA, including an estimated time to resolution or the next update. Tickets may be escalated to higher-level support personnel or management as necessary to ensure timely resolution and escalation procedures will be defined in the Incident Response Plan.
Incident and Ticket Resolution
Jivrus Technologies will work to resolve incidents and tickets as quickly as possible, in accordance with the SLA. The resolution time will be measured from the time the incident or ticket is reported until it is resolved. After an incident or ticket is resolved, Jivrus Technologies will conduct a root cause analysis to identify the underlying cause of any critical incident or ticket. We will take steps to prevent similar incidents or tickets from occurring in the future.
Jivrus Technologies will continuously review and update the incident management and ticket management process to ensure effectiveness and efficiency.
Roles and Responsibilities
Support personnel will be responsible for the incident and ticket triage, resolution, and communication with customers. They will follow the Incident Response Plan and escalate incidents and tickets as necessary. Management will be responsible for ensuring that the Incident Response Plan is maintained and updated, and that support personnel has the necessary resources and training to effectively respond to incidents and tickets.
Personnel found to have violated this policy may be subject to disciplinary action, up to and including termination of employment, and related civil or criminal penalties.
Any vendor, consultant, or contractor found to have violated this policy may be subject to sanctions up to and including removal of access rights, termination of the contract(s), and related civil or criminal penalties.
Changes to this Policy
We use Freshdesk for our ticket support system, and we are committed to providing our customers with the best support possible.
If you have any questions or concerns about this Security Policy, please contact us.