How are support calls tracked, how is the priority of the call established and the related?
We have an in-place ticket system. All the request, request time, response time, result, any document involved, can all be tracked. The custom service persons will define the priority, with the guideline document as well as their experience. Also authorized user, e.g., manager, can change the priority of any issue to make sure important issues won’t be neglected. We have a guideline of how escalation needs to be made. For example, if an issue is not fixed in the pre-defined time limit, the project manager should be aware of it. If engineers communicate with customers with 3 times and both sides can not agree on, then escalation has to be made.
