How do you process support tickets?

As part of our commitment to our SLA and our ISO certification, Code Enigma operates a strict ticketing procedure. So we maintain transparency with you, our customers, that process is detailed here in this FAQ. We also invite you to review our FAQ on the make up of a good ticket.

Service Tickets

This section refers to tickets raised due to issues with hosting, server management, service availability, and so on. In general we aim to respond to service issues as quickly as possible. However, our SLA is based on service availability rather than ticket response time, so there is no specified response time for service tickets. 24/7/365 customers may phone us on the support and hosting line to expedite issues, however it is worth noting that calling while issues are under investigation generally slows the resolution time. 

Some customers will have custom SLAs for service ticket response times and target resolution times. If that is the case, you will find details of your SLA on your project page in Redmine.

When you make a new ticket, please either do not assign it at all, or assign it to sysadmins. Assigning tickets to named individuals, unless otherwise instructed, is a bad idea, because if someone is away sick or on holiday your ticket may not be responded to. If it is assigned to nobody (or sysadmins) then the next available person will take it up.

Drupal Support Tickets

When you create a new ticket, please either do not assign it at all, or assign it to ceSupport. As with service tickets, assigning tickets to named individuals, unless otherwise instructed, is a bad idea, because if someone is away sick or on holiday your ticket may not be responded to. If it is assigned to nobody (or ceSupport) then the next available person will take it up.

Every day one member of the support and hosting team is on front-line support. This means they are responsible for answering the phone and organising the tickets for that day. If you are a Business Support customer or a 24/7/365 SLA hosting customer, you may raise tickets by telephone on +44 (0)20 3588 2200, but please remember other levels of SLA may not use telephone support.

Every morning the entire team has a checkpoint call, where tickets are assigned for working and the front-line person for the day is selected. You may expect a response to your ticket within a working day of raising it, and you may also expect continuing communication from us, at least daily, even if the issue is still in progress.

There are some ticket statuses that require your action. They are "Ready for client to test", "Client feedback required" and "Blocked". If a ticket has any of these statuses, we will remind you weekly to check these tickets. After 20 working days, if you have not responded, the ticket will be marked as "Closed (due to inactivity)". You may reopen tickets closed in this manner if you feel the need, and the process will start again.

Once we believe a ticket is resolved, we will mark it as "Resolved" in the system. This is still technically open, so if you believe it is resolved truly, you can set the status to "Closed". If you do not do so within 5 working days, it will be closed regardless. If it is not resolved you can assign it back to us as "Open".

If you are a customer hosted externally and you have staged changes that are not approved, we may need to revert those changes in order to honour your security updates SLA, so it is particularly important customers on other 3rd party platforms do not leave review tickets open.