TABLE OF CONTENTS
How to use our help desk system
Concero operate a ticket system for supporting our users - with hundreds of issues logged each day from our customers, it is a key system that helps us prioritise our support to ensure that everyone gets the support they need, as quickly as possible.
You can submit a ticket in different ways to us, but every issue becomes a ticket in this system, with a unique reference number (ticket ID) that we can reference to quickly locate the ticket.
Different ways you can log a ticket with Concero
Whichever method you use, you will get an email with your ticket ID. Our team work on tickets between 7:30am and 5pm Monday to Friday, regardless of how a ticket is logged.
| Method of submitting a ticket | Availability | How to use |
| Help Desk Portal | 24/7 access | Simply visit the corresponding portal for your enquiry Education Portal |
How quickly will you solve my issue?
Your ticket will be given a priority, and based on that priority it will be assigned a resolution time. Our response is measured in business hours, which are between 7:30am and 5pm Monday to Friday. We aim to respond within our SLA 95% of the time.
| Status | Low | Medium (Default) | High | Urgent |
| Impact of issue reported. | Simple requests, no one immediately affected – this level is usually applied to general queries | A limited number of users or functions affected, the majority of your laptop functionality can continue. | A large number of device scheme laptops affected. | Safeguarding issues. |
| Target Response Time | Up to 40 working hours | Up to 24 working hours | Up to 16 working hours | Up to 2 working hours |
| Target Resolution Time | Up to 120 working hours | Up to 80 working hours | Up to 40 working hours | Up to 16 working hours |
What do the different statuses mean?
To keep you informed of the current state of your ticket, we assign different statuses to the ticket as it progresses. The table below outliners what each means, and if the timer is on. If the timer is on - this means that it counts against our SLA target, if it is off, it means we do not count time in this status towards our SLA targets. This is because we often cannot control the wait due to external influences.
| Status Name | What does this mean? | Is the timer on? |
| Open (Being Processed) | The ticket has been logged, a technician will pick up the ticket, assess and begin working on it. | Yes |
| Pending Action | The ticket has been picked up but we are not currently working on it | Yes |
| Resolved | The ticket has had a resolution sent which we think will fix the issue. You will get an email to confirm all is fixed after 72 hours. | No |
| Closed | This issue has been closed following the 72 hour period | No |
| Waiting on Customer (Awaiting your reply) | We have sent you updates, and require your response to progress the ticket. You will get a reminder after 24 and 72 hours to provide your response, if we don't hear from you, your ticket will be automatically closed. Just reply to reopen. | No |
| Waiting on Third Party | We are waiting on a third party to complete work, or provide information or attend site. | No |
What can't Concero cannot help with/control
| Issue | What we can do to help |
| Availability of third party systems and websites | We can't control whether a third party system is working correctly, however we can monitor and let you know when it is working, or log the issue with them on your behalf |
| Phone support | We do not provide phone support for the device scheme, however we may phone you if we require this. |
| Devices which are physically damaged that they will not switch on/become unusable | Please contact your insurer to arrange a repair with their third party contractor. We will support the device within the Windows OS. |
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