In order for Rooted Consulting to provide the best service possible, there is an effective process we have stablished in regards to our ticketing system.
Below we will discuss the entire life cycle of a ticket with Rooted from submission to completion.
You Submitted A Ticket with Rooted
Below we will discuss the entire life cycle of a ticket with Rooted from submission to completion.
1. You will receive an automated response
When we receive the ticket you will be sent an automated response from our ticketing system. The response will look like this:
Thank you for reaching out to Rooted Consulting. We are a Louisiana and Florida based consultancy helping customers implement technical solutions. Our office hours are 9am-5pm Monday-Friday. Tickets submitted after hours will be handled the next business day.
Your request (TICKET-NUMBER) has been received and is being reviewed by our support staff. We will be in touch within four business hours. When a consultant is assigned to your ticket please schedule an appointment when you and the consultant are mutually available.
All support work by Rooted Consulting, LLC is performed according to the terms of a Service Level Agreement (SLA) available at sla.rootedconsulting.org.
If this is the first time that you have received support services from us, please print out this document, read it, sign it, and respond to this notifications with a PDF copy attached.
You can see how we bill for time at feeschedule.rootedconsulting.org
Please Note: If you are a new customer you will need to sign our Service Level Agreement before any time can be scheduled.
2. A Consultant will be Assigned to your Ticket
Once a consultant is assigned to your ticket you will be sent over a link to their Calendly to schedule an appointment. If you are a Support Agreement customer and the ticket priority is set to high, a consultant may reach out directly via a phone call if needed.
3. The Appointment is Made
Once the appointment is made, you and the consultant will receive a calendar invite. This allows for reserving a date/time with a consultant, make sure to review our cancellation and reschedule policies included with every appointment confirmation.
4. Support is Provided and the Ticket is Updated
After the appointment the consultant will update the ticket with all support performed. Notes are kept for every appointment and they can be provided in the ticket as a reference or upon request. From here the consultant will close out the ticket if no additional work is require.
5. The Ticket is Closed
Depending on your support tier, you will receive an automated email notification saying that your ticket has been closed. Below we detail on how the time on the ticket will be billed.
5a. Non Support Agreement
If you are a Non Support Agreement customer, you will receive a separate email from our accounting team with an invoice and payment instructions. The invoice includes the ticket number for your reference.
5b. Support Agreement
If you are a Support Agreement Customer, the time on the ticket will be put towards your Support Agreement time for the month. You may also receive an email notification when your Support Agreement time is at or over 80%.
5c. Pre-Purchased Blocks of Time
If you have pre-purchased Blocks of Time, the time on the ticket will be counted towards the allotted amount of time.
