Incident tickets handling

Work instructions
Rositsa Hristova INCM APL

© 2020 DXC Technology Company. All rights reserved. October 19, 2023 1
CONTENT:

I. Service Level Requirements

II. Three Strike Rule – not applicable

III. Pending Customer status usage

© 2020 DXC Technology Company. All rights reserved. October 19, 2023 2
The following minimum Service Level requirements are required form DXC
technical support teams:

Incident resolution
SLRs
Incident Service Measure Performance target SLR performance
resolution %
Priority Level 1 Time to Resolve <8 hours (<4 hours for 98%
technical workaround)
Priority Level 2 Time to Resolve <12 Business hours 98%
Priority Level 3 Time to Resolve <5 Business days 98%
Priority Level 4 Time to Resolve <5 Business days 98%
Incidents due to Number of P1 and P2 <=2 Incidents per 100%
change incidents due to change measurement period

© 2020 DXC Technology Company. All rights reserved. October 19, 2023 3
General Rules for Status Updates:

Provide regular updates :

1) P1 – to be updated once in every 1 Hour;
2) P2 – twice in a Business day;
3) P3 – once daily

 Include meaningful information about

investigation performed, results, or expected
actions.
 High quality daily Status Updates are critical
to ensure timely resolution and green SLAs.

© 2020 DXC Technology Company. All rights reserved. October 19, 2023 4
 Three Strike Rule not applicable

3 Strike Rule will NOT be applicable for BPOST account for DXC Technical support teams.
Whenever an additional information is needed, troubleshooting session to be set or testing activities -
send the ticket to BPOST SD queue: E-CUSTINCFLS-BPST-GSD-SX

BPOST SD queue to be used when:

- incidents can be solved by Service desk (if required with instructions for the SD agent)
- incidents whereby more information is required from the user, or the user should be contacted
- incidents whereby the incident description should be translated when completely unclear.

Since direct communication with the Incident Reporter is no longer allowed, the DXC support team has
to update the ticket journal with what is the required information, to change the status on Pending
Customer and to assign to BPOST Service Desk.

© 2020 DXC Technology Company. All rights reserved. October 19, 2023 5
Three Strike Rule not applicable

Never use 3 Strike Rule or send the tickets to BPOST Service desk asking for confirmation of issue
restoration.
Closure confirmation is NOT needed when a resolution has been provided.
When DXC Resolver team performs a resolution then should put the ticket in status RESOLVED with an
update about what has been done. Thereafter the user/Incident reporter has:

 7 days to “reject” the solution if the problem is not solved and,

 In case of “reject”, the incident will be re-opened and stay assigned to solving team for further
investigation

 In case of “No reject” by the user within next 7 days the incidents status changes automatically
from “Resolved” to “Closed”. A new incident must be opened in case of need.
© 2020 DXC Technology Company. All rights reserved. October 19, 2023 6
 Pending Customer status usage

Pending Customer is the only one status that stops the SLO Clock. SLO clock is working when
Status is Work in Progress.

DO NOT USE Pending Customer when you expect an action or information from another DXC
Support Team.
Use Work in Progress Status and re-assign the incident directly to the respective DXC Support
Team/DXC 3rd Party Vendor and/or contact the DXC engineer directly for an update.
Note: It doesn’t matter for the Customer if the case was at DXC 3rd Party Vendor hands or at
DXC as, the responsibility in both cases falls under DXC.

ALWAYS USE Pending Customer status before sending the ticket to BPOST Service Desk.

© 2020 DXC Technology Company. All rights reserved. October 19, 2023 7
THANK YOU !

© 2020 DXC Technology Company. All rights reserved.