Ticket Logging Procedure
To allow us to provide the most efficient service possible, please log Requests or Support Tickets using the following procedure.
1. Log a Request or Support Ticket using one of the following methods:
a. Email: support@ashgatesit.co.uk
b. Portal: support.ashgatesit.co.uk
c. Phone: call 01332 380691 ask for IT Support.
2. You will then be assigned a support ticket reference #. Tickets provide a central record for you and our team to record all relevant data and communications in one place. This allows for the most efficient handling of your request / issue.
3. Your Ticket will be assigned to the most appropriate member of the IT Team who will aim to respond within our set SLA targets, as defined within our SLA policy. The appropriate member of the team will communicate with you to until they are able to bring your request or issue to a resolution. They may also need to escalate the request or issues to another member of the team if necessary, to bring it to a resolution as soon as possible.
4. Once your issue has been resolved your ticket will be closed.
Note our standard working hours: Monday – Friday 08:00 – 17:30 excluding Bank Holidays.
1. Log a Request or Support Ticket using one of the following methods:
a. Email: support@ashgatesit.co.uk
b. Portal: support.ashgatesit.co.uk
c. Phone: call 01332 380691 ask for IT Support.
2. You will then be assigned a support ticket reference #. Tickets provide a central record for you and our team to record all relevant data and communications in one place. This allows for the most efficient handling of your request / issue.
3. Your Ticket will be assigned to the most appropriate member of the IT Team who will aim to respond within our set SLA targets, as defined within our SLA policy. The appropriate member of the team will communicate with you to until they are able to bring your request or issue to a resolution. They may also need to escalate the request or issues to another member of the team if necessary, to bring it to a resolution as soon as possible.
4. Once your issue has been resolved your ticket will be closed.
Note our standard working hours: Monday – Friday 08:00 – 17:30 excluding Bank Holidays.
