Help Desk

Priority Description Protocol
Lowest Nice to have 3 bussiness days to provide ETA
Low Prevent 1 person to do it's job. No revenue loss. 2 hours to provide ETA. Up to 1 bussiness day to solve.
Medium Prevents less than 3 persons to do their jobs. No revenue loss. 2 hours to provide ETA, to be resolved during the same day.
High Team affected or revenue loss. 30 minutes for ETA. Status communications every 4 hours. To be solved ASAP.
Highest Revenue loss or company wide issue. 30 minutes for ETA. Hourly status communications. To be solved ASAP (dedicated resources will be asigned and all non critical tasks will put on hold.

Examples of common cases and how to deal with them:

  1. Dealing with final users:
    1. A client contacts Customer support due to problems when buying:
      1. Case 1: There's risk of losing the customer, subscription and or sale - Priority Highest
      2. Case 2: There's no immediate risk of losing neither the sale nor the customer - Priority Medium
    2. A client contacts our call center and there's a chance for him/her to cancel or dispute:
      1. Case 1: Next draw will happen in 24 hours or less - Priority Highest
      2. Case 2: Next draw will happen in more than 24 hours - Priority Medium
  2. Dealing with draw issues:
    1. A draw cannot be loaded into the system or it's not shown appropriately:
      1. Case 1: There's risk of losing sales - Priority Highest
      2. Case 2: There's no immediate risk of losing sales - Priority High
  3. A team member is unable to perform his/her job:
    1. Case 1: This task is non transferrable and impacts revenue (e.g.: Sending a MKT Campaign) - Priority Highest
    2. Case 2: The task can be performed by somebody else - Priority Low