Support Ticketing system to organise the requests from customers

Scope of the project: The scope of this project is to create a Ticketing System with the
purpose of organising and better resolve the issues and/or requests from customers. This
should achieve a respond rate of  2-3 Business Hours for Urgent cases
 4- 8 Business Hours / 1Business Day for High importance cases
 8-16 Business Hours / 1-2 Business Days for Medium importance cases
 16-32 Business Hours / 2-4 Business Days for Low importance cases
To obtain this we have thought that we need 3 levels of support:
1. Level 1 – First Point of Contac; acknowledge ticket
2. Level 2 – Subject Matter Expert, in-depth analysis of the ticket
3. Level 3 – Developer, Technical Experts
The process of our system will be as follows:
1. Client has an issue or request
2. Clients will raise a ticket in the system
3. Level 1 Support will acknowledge the ticket.
4. If the ticket can be resolved at his level, he will assign the ticket to the L1 Team.
5. L1 Support shall claim, resolve, and close the ticket.
6. If L1 Support cannot solve the ticket, he will assign the ticket to the L2 Team.
7. L2 Support shall claim, resolve, and close the ticket.
8. If L2 cannot solve the ticket, he will then assign the ticket to L3 Team,

Out of scope: If the customers want to add something that will change the way the
system works or add something else, it will fall in out of scope category, which means we
will have to revaluate our project, the budget, scope and the time estimation.

Why was initiated: This project was initiated to help the business manage better their
requests and/or issues from the customer and by using this system the company could have
a very good response rate for each type of request which should satisfy the client’s needs.

Deliverables: The project deliverables that we need to produce are the product itself
which is the system, instructions on how to use all the programs in the software, an
installation manual and all the documents regarding the project such as: Project Charter,
Project Scope, Project Business Case, Work Breakdown Structure (WBS), Risks and Issues
Log, Project Schedule and the RACI Matrix.

Exclusions: Project Exclusions are the boundaries of this project, sometimes it means
everything that it is out of scope, however the customer might think that we do it even if it
is not in the project scope, for example: regularly updates of the software.
Constraints: The constraints of this project are time, money and scope. We need to create
the software which satisfy all the customer needs, which is explained in the scope of the
project, within a time period and also a budget.

Assumptions: For a project we also have to make assumption, we need to take

everything into consideration when we create the business scope, time frame and the
budget. For example if we run into a problem later on with the system and the Developer
says that it will take him 2-4 days to fix it, we will assume that he will take no longer that 4
days, this will give us a better time management and we also give accurate information, the
same we are doing with the budget and the scope. We assume for the worst just in case the
issue is not solved earlier, because everyone will be happier if the project will finish early
rather than late.

Acceptance Criteria: This include performance requirements and essential conditions

which must be done before the project is finished also includes a set of specific
circumstances under which the client will accept the final project. The acceptance criteria on
this project is that the software we are creating will organise and help the company respond
to issues and/or complaints from customers. Before finishing the project, our Quality
Assessor Tester will check that the program is running smoothly, and it does what is
supposed to do.

High Level-Requirements: Every project has two types of requirements business

requirements which defines the organization wants and needs, and technical which defines
solutions for how the project will satisfy those needs. Every project should have very well-
defined requirements this way both parties will be protected, the project team would know
exactly what they have to do, and the customer would know exactly what the project should
do when completed. High-Level requirements like:

 The system should be able to deliver reports daily

 The system should organise the requests from customers
 The system should be easy accessible for every employee so they can track a ticket
anytime
 The system should be secure to make sure the confidential information from
customers is secure