helpdesk.litermi.com Open in urlscan Pro
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HELP DESK

Priority Description Protocol Lowest Nice to have 3 bussiness days to provide
ETA Low Prevent 1 person to do it's job. No revenue loss. 2 hours to provide
ETA. Up to 1 bussiness day to solve. Medium Prevents less than 3 persons to do
their jobs. No revenue loss. 2 hours to provide ETA, to be resolved during the
same day. High Team affected or revenue loss. 30 minutes for ETA. Status
communications every 4 hours. To be solved ASAP. Highest Revenue loss or company
wide issue. 30 minutes for ETA. Hourly status communications. To be solved ASAP
(dedicated resources will be asigned and all non critical tasks will put on
hold.


EXAMPLES OF COMMON CASES AND HOW TO DEAL WITH THEM:

 1. Dealing with final users:
    A. A client contacts Customer support due to problems when buying:
       I.  Case 1: There's risk of losing the customer, subscription and or sale
           - Priority Highest
       II. Case 2: There's no immediate risk of losing neither the sale nor the
           customer - Priority Medium
    B. A client contacts our call center and there's a chance for him/her to
       cancel or dispute:
       I.  Case 1: Next draw will happen in 24 hours or less - Priority Highest
       II. Case 2: Next draw will happen in more than 24 hours - Priority Medium
 2. Dealing with draw issues:
    A. A draw cannot be loaded into the system or it's not shown appropriately:
       I.  Case 1: There's risk of losing sales - Priority Highest
       II. Case 2: There's no immediate risk of losing sales - Priority High
 3. A team member is unable to perform his/her job:
    A. Case 1: This task is non transferrable and impacts revenue (e.g.: Sending
       a MKT Campaign) - Priority Highest
    B. Case 2: The task can be performed by somebody else - Priority Low

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