Common use of Helpdesk Process Clause in Contracts

Helpdesk Process. The table below shall describe the Ticket Status and its terminology of QuickMed virtual clinic helpdesk module. Ticket Status Terminology Ticket Status Definition ACKNOWLEDGE the user’s helpdesk ticket has been acknowledged in the system. RESPOND the support staff responds to the ticket and proceed to obtain more information and updates the ticket status. ESCALATE the support staff or programmer escalates the ticket to a different person or level. IN PROGRESS the support staff/programmer or business analyst is attempting to resolve the helpdesk ticket. RESOLVED the status of the ticket is updated by the support staff/programmer or business analyst who attending the ticket. UNRESOLVED the ticket has been resolved and updated in the system by the support staff/programmer or business analyst who attended to the ticket. VERIFY the ticket has been unresolved by the user as it does not meet the expectation of the user. CLOSE the support staff verify with the end user on the resolved tickets. the ticket status will be updated by the support staff. CANCELLED the status in the system when the user has closed the ticket. the ticket status is updated by the user.