1. CAT 1: Common problems with known solutions
Description: All problems are initially assumed to be in this category until proven otherwise. These issues should be resolved within 6 hours. If we can’t resolve them with 6 hours, then we need to escalate them.
Examples
Tablet not syncing
Km not adding up
GPS accuracy query
Assign a customer
Properly formatted excel sent to import

2. Description: Basic Data imports which are in a good Honeybee format
CAT 2: Data entry
Description: Basic Data imports which are in a good Honeybee format
Examples:
Assign new users
Update Price list
Update Customer database

3. CAT 3: Complex Data Entry
Description: This category is for data entry that is a little more complex, and will require more time to complete. It needs to be done within 3 days, and the customer needs to be informed of all developments.
Examples:
Data is in a bad format
Forms need to be created

4. CAT 4: Problem Diagnosis
Description: Problem isn’t resolved using known solutions. Once a possible solution / workaround is found, customer is informed and it is assigned to a new CAT.
Examples
Orders not being ed
Reports not being sent
Debugs

5. Excessive mobile data usage alarm Import transform alarms
CAT 5: Automated s
Description: Automated alarms to tell us if something is wrong (mostly integration).
Examples
Excessive mobile data usage alarm
Import transform alarms

6. Description: Debug repository
CAT 6: Debugs
Description: Debug repository
Examples

7. Description: Integration Issues
CAT 7: Integration
Description: Integration Issues
Examples
New user on ERP System
Dropbox service fell over
Orders not pulling into ERP

8. CAT 8: Development Issues
Description: There is a bug in the system, or a request that can only be met with further development. Issue gets logged on sifter, customer is informed, and ticket closed on Zendesk.
Examples
User cannot sync, known troubleshooting does not work
One item stuck in sync

9. CAT 9: Administrative Issues
Description: Queries about tablets, data, contracts, accounts.
Examples
Client call in requesting training
Tablet is stolen