HelpDesk @ Enjay IT Solutions Ltd.

Severity Level	First Response	Action Response	Escalation Response
High	2 Working Hours	4 Working Hours	6 Working Hours
Medium	8 Working Hours	2 Working days	4 working days
Low	2 Working days	4 Working days	6 Working days
Bug Fix	2 Working days	Next incremental Release	Not applicable

Creating a new ticket from Enjay Support portal : support.enjayworld.com

Quick steps to raise a ticket from the agent portal:

Log in/Sign up to the Enjay support portal.
Click on 'New ticket' icon from the Menu bar on the top next to the 'Search' icon.
The new ticket form will be displayed.
Enter the Customer's name or the Agent's name in the 'Requester' text box.
Fill in the other details and click 'Submit' to create the ticket.
After successfully submission of ticket you will get acknowledgment mail from Enjay.
You can check status of all tickets generated by you on Enjay support portal.

Primary Contact	support@enjayworld.com
Telephonic Contact	+91-9512360081,82,83,84,85
Escalation Contact	escalation@enjayworld.com

High means an Incident, which is critical to the Customer’s operation and as a consequence of which the software cannot be accessed or service is halted and there is no temporary solution available.

Medium means an Incident which is serious, but not critical, to the Customer’s operation and as a consequence of which important functionality of the Software is not available and there is no direction as how to avoid the error available.

Low means an Incident, which is serious but not critical to the Customer’s operation, and as a consequence of which important functionality of the Software is not available and there is direction as how to avoid the error available.

Bug Fix means a reported bug which is fixed in an incremental release. It does not contain additional new features.

First Response is the time the support team shall acknowledge the call and start gathering the information from the customer.

Action Response means the time from support team receiving sufficient information from the Customer to recreate the problem, to when support team, with the assistance of the Customer, starts work to make or progress correction. In the event of an Incident being reported outside support team’s Normal Operating Hours, the “Action Response” time will be calculated from the next commencement of Normal Operating Hours.

Escalation Response means the time a senior manager shall respond to the customer’s issue with a qualified response.

The expected resolution time depends on the complexity of the issue that has been logged in with support team. A workaround, temporary patch or a documentation support should be acceptable to the customer. Major Fix to the problem shall be released only with the next release of the Software.