Category: Korcett

If you are logging a call on an existing case, fill out the following form. Do not fill out this form if you are creating a new case.

LINK TO FORM

The Korcett Support team will be out of the office this Monday.  NOC will be available as normal.

Under no circumstance should you check the box next to escalated.  This will by default be checked automatically after 24 hours of inactivity.

All tickets that you create must be created as Priority 4.  It is the NOC’s responsibility to decide if the priority should escalate from there.

If you are able to solve your customer’s issue, set the status as Solved.

Do NOT set the status to Closed.

Starting immediately, the subject line for all Korcett tickets that you create/append must begin with CW

example:  “CW – Hacksaw Jim Duggan -The Collegiate Kennesaw”

The Korcett Support Team will be out of office tomorrow, Friday 04/18/2014.  They will not be available to take calls or provide us support.  If circumstance warrants, the NOC will be on-call.

ANY ticket that is over 14 days old with out any updates should NEVER be reopened.  A new ticket must be created.  The previous ticket notes should be copied/pasted into the new ticket for notation purposes.

Going forward, do not copy/paste chat conversations between you and Korcett internal team into your ticket.  This will help to keep internal information from being communicated to the customer before it needs to be and will prevent setting potentially false expectations to the customer.  Simply notate the communication details between you and your customer.

Korcett is holding a company wide meeting today.  Their support team is not in the office and is not available to take calls.

If you receive a severity 3 or 4 issue, ticket as normal.

If you receive a call from someone requesting to speak with someone on their support team, inform the caller that they are unavailable at the moment and that you will relay their message to them.  They will get back to the caller as soon as possible.

If you identify a severity 1 or 2 issue, follow the After Hours Escalations process.