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