1. AgilizTech Support Desk Overview

2. AgilizTech Support Desk
At AgilizTech, we don’t just complete a project, we open a relationship with customers
And relationships are nurtured with trust, mutual respect and exceptional support.
In our endeavor to serve you better, we have launched the AgilizTech Support Desk
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3. Coverage
The AgilizTech Support Desk is committed to provide you quality and complete assistance for your needs.
Contact us via mail to or
Log on to
We operate on a 8x5 clock. That is, we’ll be at your service Monday-Friday, from 9:30 am - 6:30 pm IST.
For hosting services, we provide support for P1 issues - 24x7
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4. Scope ENHANCEMENT REQUESTS SOLUTION DEFECTS INFORMATION
The Support Desk undertakes resolution of the issue types mentioned in the Support Package Scope. This includes:
SOLUTION DEFECTS
Diagnosing and fixing defects
Suggesting workarounds for defects where possible
Facilitating access to hotfixes and releases
ENHANCEMENT REQUESTS
Recording enhancement requests
Determining new feature viability
Communicating release details
INFORMATION
General information
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5. Priority Matrix – Defects
DESCRIPTIONS
P1 Urgent
Error renders program completely unusable or high operational risk. Example: Site down
P2 High
Error causing operational hindrance that affects moderate number of users. Workarounds are available, but program use is degraded.
P3 Medium
Error is an inconvenience or causes inconsistent behavior, which does not impede normal functioning.
P4 Low
Errors, related to the look and feel of the application.
P2 High
P1 Urgent
P4 Low
P3 Medium
Impact
Urgency
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6. SLA timelines for defects
PRIORITY
RESPONSE
TARGET RESOLUTION P1
1 hr
6 hrs P2
4 hrs
1.5 business days P3
8 hrs
3 business days P4
12 hrs
5 business days
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7. Priority Matrix – Enhancement & Information
DESCRIPTIONS
P1 High
Information or Enhancement that needs to be communicated/deployed immediately to resolve a critical, ‘must have’ need.
P2 Medium
The enhancement/information is ‘should have’. These are not as time critical as P1 items, but would improve user experience when deployed.
P3 Low
The enhancement/information is desirable but not time critical.
P High
P Medium
P Low
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8. Level 2: Lead – Support Desk
Escalation Matrix
LEVEL 1: Request update on defect
LEVEL 2: Request update on defect and / or escalate if no info from Level 1
LEVEL 3: Final level of escalation when no satisfactory information is available from other levels of escalation
Level 1: Support Desk
Level 2: Lead – Support Desk
Level 3: Manager
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9. VERIFICATION & CLOSURE
How it works
INITIATION
Customer sends an to to report an issue.
Or customer visits the AgilizTech Support Desk and raises a ticket.
RESPONSE
Support agent acknowledges the ticket and sends estimated timelines of resolution.
ANALYSIS & RESOLUTION
AgilizTech fixes defect/ provides workaround and tags ticket to release.
Once customer approves estimates, develop, test & deploy new feature.
Provides information.
COMMUNICATION
Timely communication on issue progress and resolution.
VERIFICATION & CLOSURE
Support agent verifies customer satisfaction with response, requests feedback and closes the ticket.
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10. How it works Customer Support Sales
Sends mail / Raises Support Desk ticket
Verifies solution & provides feedback
Verifies solution & provides feedback
Evaluates estimates & if approved
Verifies new feature & provides feedback
Support
Analyzes and categorizes ticket
Provides information to customer
Provides fix details to customer & requests feedback
Collects estimates internally & sends to customer
Acknowledges approval and initiates enhancement process
Informs about enhancement deployment
Records bug in JIRA and assigns priority
Records Enhancement need
Sales
Estimates the cost, time & efforts for enhancement development
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11. Proprietary Information
FAQs
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12. Proprietary Information
FAQs Q1
How do I contact the AgilizTech Support Desk?
You can contact the AgilizTech Support Desk with an to Or, you can raise a ticket on
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13. Proprietary Information
FAQs Q2
How do I raise a ticket on
You can create a new ticket by using the New Ticket Feature.
Here are the steps:
1. Click New Support Ticket.
2. Enter the address, and type in the Subject Line.
3. Enter the issue description. You can also attach a file, for example, a screenshot to showcase the issue better.
4. Enter the Captcha code and complete verification.
5. Click Submit.
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14. Proprietary Information
FAQs Q3
How do I check my ticket's status on
You can check the ticket status from the AgilizTech Support Desk.
Steps to be followed:
1. Log in to the AgilizTech Support Desk.
2. Click Check Ticket Status.
The screen refreshes and shows all the tickets raised by you.
3. You can check the status in this screen by using the appropriate filters available - chronological and status-wise.
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15. Proprietary Information
Definitions
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16. Proprietary Information
Definitions
Recipient of AgilizTech’s IT services. May or may not have subscribed to AgilizTech’s Support packages.
Customer
The Support services opted for by the client. There are two types of packages – Hosting and Application.
Hosting – This is for customers who are using our hosting services via our proprietary resources or through third-party services, such as AWS, Azure, Mail server etc.
Application – This is for customers who are using our application development services.
Support Package
Failure of the application to perform as expected.
Bug
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17. Proprietary Information
Definitions
A new feature that’s requested by the customer. Enhancement may or may not be outside of scope. If outside of scope, it is treated as a change request and handled accordingly. Change requests may or may not be chargeable, depending upon the Support package clauses.
Enhancement
As decided in scope (Free support provided within the time period of days from ‘go live’)
Warranty
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18. Proprietary Information
Contact us
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