Service Management & Support Guidelines
How does our support system work?
To provide fast and effective support, we prioritize each issue based on its urgency. When you submit a ticket, our Digital Support Team starts with a Level 1 triage—this means we review and handle simple issues right away. If the problem is more complex and needs deeper expertise, we escalate it to Level 2 support.
After submitting your ticket, you’ll receive an email confirming how your issue has been classified.
Ticket Categories & Response Times
| Priority | Description | Response Time | Resolution Time |
|---|---|---|---|
| Critical (P1) | Major outages or security problems that stop business operations. | within 15 minutes | within 2 hours |
| High (P2) | Issues affecting many users, key features, or login access. | within 1 hour | within 2 working days |
| Medium (P3) | Problems affecting some users, but with workarounds available. | within 4 hours | within 5 working days |
| Low (P4) | General questions or minor bugs with little to no impact. | within 2 working days | within 30 working days |
This system helps us focus on the most urgent issues first and resolve all tickets as efficiently as possible. 🚀
If you have any questions, feel free to email us at nerds@wep.org.
Levels of Service – Who Handles Your Ticket
To make sure every issue is handled by the right people, we use a three-level support system:
LEVEL 1 (L1) – First Line Support
Team: Chiara, Stefania, Cezar and Andrea
- They perform the initial triage (first review) of all incoming tickets.
- They handle basic issues across all WEP products and services.
- If the issue is more complex, it gets escalated to the appropriate Level 2 (L2) team.
LEVEL 2 (L2) – Specialized Support
Tickets are forwarded to specific teams based on the product or service involved:
| Area | Team Members |
|---|---|
| Website | Roberta, Manu, Maurizio |
| OMGT / CRM | Mery, Nath, Marghe |
| MyWEP | Mery, Marghe |
| JustCall | Chiara, Stefania |
| Zoho | Alice, Andrea |
| Office.com | Chiara, Stefania |
| Cyber Security | Chiara |
| Hardware | Chiara, Stefania |
| Bamboo | Marghe |
| Formstack | Marghe |
LEVEL 3 (L3) – Advanced Support
If needed, tickets are escalated to Level 3, where external experts, technicians, or third-party support may be involved to resolve the issue.
— The Digital Support Team