To ensure timely and effective support, we follow a structured approach when communicating with clients and managing support tickets. Below is an outline of our communication process and ticket resolution guideline.

Our Contact Process
We aim to resolve your issue as quickly as possible. If we don’t hear back from you, we’ll make three attempts to reach you: 

• Attempt 1: Initial outreach via email, Teams chat, phone call, or voicemail (if unavailable)
• Attempt 2: Follow-up using email, Teams chat, phone call, or voicemail (if unavailable)
• Attempt 3: Final attempt through email, Teams chat, phone call, or voicemail (if unavailable)

If we do not receive a response after the third attempt, your ticket will be closed. 

If You Respond

• If you return our call or email, we’ll get back to you as soon as possible and continue working with you to resolve the issue.
• If we connect with you directly, we’ll either assist you remotely or schedule an appointment based on your needs. 

When a Ticket May Be Closed
We may close your ticket under the following circumstances: 

• No response after three contact attempts (via phone, email and/or Teams Chat)
• The issue has been resolved, and we are awaiting confirmation for over one week
• You have rescheduled appointments multiple times without progressing the issue and we’ve made multiple contact attempts. 

Note: Tickets will not be closed within the first week unless the issue is resolved or rescheduled repeatedly. 

Exceptions to the Closure Guidelines
Some tickets are not subject to automated closure when we don’t receive a response, including: 

• Security-related issues (e.g., virus or malware concerns)
• Software installations purchased through our IT Procurement team (ITP)
• Tickets referred from other IT support groups (except ITP and Service Desk) 

Tips for Staying Connected
To help us assist you faster: 

• Respond to emails or voicemails promptly
• Let us know your availability or leverage our staff availability using their individual Book time with me link
• Use multiple communication methods if needed 

Ticket Resolution
When a ticket is closed, we’ll include a clear explanation in the resolution notes.