I would like to implement 1^st , 2^nd and 3^rd level support on tickets with associated SLA.

So 1^st level receive all tickets, but if not responded to in a set time frame – then 2^nd level notified and so on.

I would like some guidance on how this can be set up effectively.

Many thanks

Gary Kilmister, Data Centre Manager, IFL

Email: gary@internetf.co.uk

T: +44 (0)161 275 1100

D: +44 (0)161 275 1107

F: +44 (0)161 209 8427

www.internetf.co.uk

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