Howdy, all you gorgeous, internet wizards…
Lawrence here, with another informative article about the goings on behind the scenes at Canvas Host.
We’ve got a lot going on in the realm of streamlining and improving things throughout the company this year, and the Support department is no exception.
In this newsletter, I wanted to touch on something which you may or may (not) have noticed, but something I feel should be addressed none the less…
If you’ve opened a support ticket within the past week, you may have noticed the designation of “Tier 1” and wondered what that’s all about, so I wanted to take a moment to explain and hopefully allay any confusion and satisfy any curiosity about it.
From now on, when a new support ticket is opened (either by an email being sent to firstname.lastname@example.org or being directly opened through your customer dashboard), the ticket is assigned to Tier 1 support. Depending on the complexity of the matter, the ticket will either be answered straight away by the support team on staff at that time, or, it may be escalated to Tier 2.
So what’s the difference and does one tier have priority over the other?
Firstly, Tier 2 tickets do not have higher priority over Tier 1. If anything, Tier 1 will be answered the fastest. Customers cannot open a Tier 2 ticket. The designation is decided by our staff at our discretion.
* Tier 1: Simple, everyday questions/issues that can be answered/resolved quickly by anybody on the support team within under an hour depending on the size of the support queue, number of phone calls coming in etc. Missed call tickets are designated Tier 1. Any staff member who touches this Support queue is required to make sure Tier 1 tickets are answered/called back before their shift is over for the day/evening.
* Tier 2: Tickets that address issues which senior members of our staff might have to take over, issues requiring further research and development, internal discussion between staff members etc. These tickets will generally be resolved within 24 to 48 hours depending upon their complexity and other tasks being juggled as we all wear several hats around here.
The reasons for this new system have to do with managing the daily throughput of our support ticket queue as well as internal tracking and analysis which will help us to establish a clearer understanding of how and where our resources can be most effectively utilized.
As always, we hope this explanation serves as a continuance of our rule of transparency in business.