Respond

We log a ticket and categorise it as an Incident or a Change Request.

Prioritise

We prioritise a ticket depending on the business impact, number of users affected and sites impacted.

Plan

During the assessment phase we assess the Incident or Change, then assign and engineer or define a change implementation plan.

Resolve

During the resolution phase we discuss a potential fix with clients and agree on a timeline. Then we check if the fix has resolved the issue before closing the ticket.