Standard Operating Procedure

SuperTick

Its a support application for our product. We normally response within 24 hours

Customer account Setup on Supertick after confirmation from CRG accounts team for Payment clearance.
Demo to the primary user from customer on How to use the portal.
Customer to log in to www.crg-support.com to raise a new ticket by entering the relevant information.
Based on the Priority level CRG shall assign an agent to address the query/ask.
On completion of the task, CRG’s agent shall enter the hours consumed that will be further debited from the available quota of the Customer.
Customer will not be able to raise any new request if the available quota is less than 2 hours.
Target Response Time has been mentioned below.
CRG will assign agents to the tickets based on availability. CRG doesn’t guarantee to assign the same agent to address the query.
CRG follows standard India Calendar with working hours between 9:30 AM IST – 6:30 PM IST.
In case a dedicated availability is required for a short term (example 1-2 days), the customer needs to request the Sales Account Manager and get a confirmation at least 3 working days in advance.
A minimum of 2 hours shall be considered under any support request.
Standard Validity for the support hours purchased as below.

P1 – Critical: A production environment is completely inoperable or inaccessible to all users.
P2 – High: Issues with severe performance impact or features not operating as documented, that impact a majority of users.
P3 – Medium: Issues with performance impact or features not operating as documented, that impact a minority of users.