5. Projects in Support Phase » VIP Clients
This is sample Help Desk project for client: Bohemia Sun
Help Desk Setting is as follows:
- Clients employess enter the Easy Redmine as users in role "client" (name: client-bohemia, pass: client-bohemia)
- they can report the new tickets and track existing ones
- any e-mail to mailbox support@easyredmine.com from domain @bohemia-sun.com is saved here as a ticket
- ticket is automatically assigned to help desk manager - Lilia Smidt
- account manager is always as a watcher - Manager
SLA is as follow:
- 10 prepaid hours
- normal - 4 hours to respond, 24 hours to solve
- critical - 2 hours to respont, 8 hours to solve
- SLA hours 0-24
- SLA setting here