Support request handling process

This is the process that will proceed as soon as a customer submits a support request to the Playground Tech support team.

Acknowledgment

Once the support request is submitted, you will get an email confirming that a ticket has been created and informing about the ticket ID. At this stage, you will have an open ticket about to be picked up by the team.

Priority

The priority level is set by you as a customer but will be evaluated by our engineers once the request is received. Playground Tech reserves the right to modify the priority level of the ticket.

Initial Response

After the acknowledgement, you will receive an initial response from the support team. The initial response time follows the SLAs defined here: Support SLA. Once the initial response is sent, the ticket will also change status to pending, which means that the ticket has been evaluated and someone from the support team will soon pick up the request, depending on its urgency.

Work in Progress

Once the ticket is picked up by someone in the support team, it will get a dedicated assignee and be moved to the status in progress.

Investigation and Updates

As the work goes on, the engineer diagnose the issue and provide regular updates. As a customer, you will receive updates in the ticket via the Support Portal and you will also be notified by email as soon as there is any new update available in the ticket.

If needed, the support engineers will escalate the ticket to the relevant cloud provider to get further assistance in solving the ticket.

Resolution and Closure

When solutions have been applied, you as a customer needs to confirm that the expected help has been provided. Once there is an agreement that the request is resolved, you will get an update about it and the ticket will be marked as done.