Hagrid Solutions provides a simple, fast, support engagement model for customers.
The core elements of the process are;
- Ticket Logging (Self Service or Email)
- Escalation and Notification
- Response and Resolution
- Closure and Review
Nominated customer support personnel are defined in our support system and are able to create and monitor Incidents (and associated Problems) and Requests.
Service targets are applied to all tickets and Hagrid support personnel actively work to achieve those targets and to keep you informed at all times via updates to the logged support tickets.
