How we prioritise support requests

Pre-requisite

The following article only applies to Education customers who have an SLA agreement with Melinjo.

Outline

Below are the terms we use to define what priority we assign to a support request "ticket" and our expected time to respond during normal business hours (excluding non-working hours, weekends, and holidays).

This is then broken down in our priority matrix. In our experience most issues fall into priority 3, so that tends to be a default. The priority assigned dictates the amount of time we give ourselves to deal with your incident or request.

Priority Terms

Priority matrix

Priority Response time, contact method, and resolution time(s)

Support Request Examples

Below are some examples of support requests that have been sent to Melinjo with the applied priority, response time, contact method, and resolution time.

Note(s)

*The school’s internet connection and firewall are supplied and maintained by N4L, Melinjo can only support the school getting answers and supplying information to N4L to get issue(s) resolved.

**Melinjo only supports the technology for endpoints to be able to print, not the printers themselves. Any issues with the copier itself or copier supplies will need to be arranged between the school and the printer provider.