What Can I Expect When I Submit A Ticket?

What to Expect When Submitting a Support Request

St. Joseph Public Schools is committed to providing timely and consistent support. This document explains the Service-Level Agreements (SLAs) we use to ensure your issues are addressed promptly and resolved effectively.

What Are SLAs?

SLAs are agreements that define how quickly our support team will respond to and resolve your requests. These timeframes depend on the nature of your request and your role (e.g., teacher, admin, staff, or community member).

• First Reply Time: How quickly we will respond to your initial request.
• Next Reply Time: How quickly we will respond to follow-up messages.
• Resolution Time: How long it will take to resolve your request.
• Updates: How often we will keep you informed about your ticket’s progress.

Understanding Business and Calendar Hours

• Business Hours: For issues tracked in hours, time is measured during our regular operating hours: Monday–Friday, 7:30 AM–4:30 PM.
• Calendar Hours: For issues tracked in days, time is measured across full days, including weekends and holidays.

How Quickly Will We Respond?

We prioritize your requests based on how important they are. Below are the timeframes you can expect for different groups and ticket priorities.

Teachers

Type of Support	Urgent	High	Normal	Low
First Reply Time	1 hour	2 hours	4 hours	8 hours
Resolution Time	4 hours	8 hours	1 day	2 days
Updates	Every 4 hours	Every 8 hours	Every 1 day	Every 2 days

 

Staff

Type of Support	Urgent	High	Normal	Low
First Reply Time	2 hours	4 hours	8 hours	1 day
Resolution Time	8 hours	1 day	2 days	3 days
Updates	Every 8 hours	Every 1 day	Every 2 days	Every 3 days

 

Administrators

Type of Support	Urgent	High	Normal	Low
First Reply Time	1 hour	2 hours	4 hours	8 hours
Resolution Time	4 hours	8 hours	1 day	2 days
Updates	Every 4 hours	Every 8 hours	Every 1 day	Every 2 days

 

Vendors

Type of Support	Urgent	High	Normal	Low
First Reply Time	2 hours	4 hours	1 day	2 days
Resolution Time	1 day	2 days	3 days	5 days
Updates	Every 1 day	Every 2 days	Every 3 days	Every 5 days

General Public (Non-Employees)

Type of Support	Urgent	High	Normal	Low
First Reply Time	2 hours	4 hours	1 day	2 days
Resolution Time	1 day	2 days	3 days	5 days
Updates	Every 1 day	Every 2 days	Every 3 days	Every 5 days

 

What If Your Request Isn’t Addressed On Time?

We aim to meet these targets for every ticket. However, if your ticket exceeds the SLA timeframe, it will be flagged as overdue, and our team will prioritize resolving it as quickly as possible. Please remember that you are always free to talk with us about your ticket using the helpdesk ticketing system.

Tips for Submitting Tickets

• Provide Detailed Information: Include as much detail as possible about your issue (e.g., error messages, steps to reproduce the problem, urgency).
• Attach Relevant Files: Screenshots, logs, or supporting documents can help us better understand your issue.
• Use the Correct Channel: Submit requests through the designated channels, such as the Help Center or your organization’s ticketing system.

Have Questions?

If you have any questions about these SLAs or need clarification, please contact our support team through the Help Center.