Services Ticket Email – More Details

Escalation and contact details:

• Phone: 0800 4LEXEL (International +64 9 414 1776), or your dedicated customer 0800 number.
• Email: [email protected]
  Note: please be sure to quote the ticket number in the subject line of any associated emails.

Prioritisation:

• Please note that Lexel uses the following prioritisation process. If you believe your case has been incorrectly prioritised, then please inform us immediately.
  • Priority 1: Generally a company-wide issue – response time 15 minutes – temporary resolution up to 4 hours.
  • Priority 2: Generally a single office or department or more than 5 users having related issues – response time 30 minutes – temporary resolution up to 8 hours.
  • Priority 3: Generally an issue affecting 1-4 users / workstations or a change requested / required on short notice – response time 4 hours – temporary resolution up to 2 days.
  • Priority 4: Generally reserved for projects and standard changes – response time 8 hours – resolution N/A.
• Note: The above may vary for some customers with specific SLA terms.
• Note: If you are a non-contracted customer, the above priorities will not apply.

Ticket workflow status overview:

• Open-Unresolved: The first status when a new ticket is created.
• Open-Responded: Once work starts, the ticket status is set to ‘Responded’.
• Open-Resolved: Once the support request is resolved, the ticket status is set to ‘Resolved’.
• Open-Resolve Request: When we believe the support request is resolved, but we have been unable to confirm this with the user, an auto resolve countdown notification and timer process is used.
• Closed: Once all admin is done, the ticket status is set to ‘Closed’.

Support Portal access:

• Only companies and users configured with access are granted access. Please speak to your IT department or Lexel Account Manager as needed.
• Note that username & password are by default the customers AD credentials, however they can also be defined as a separate username & password.