Customers can submit requests via email, support system, or directly to the team.

• If no ticket is created yet, our admin team will generate one.
• Status: OPEN
• The customer receives an automatic email notification.

The Team Leader reviews the request.

• Out-of-scope: Notify the customer with reasons.
  → Status: SOLVED → Proceed to Step 4
• In-scope: Assign the ticket to the appropriate Engineer. → Status: OPEN
• The assigned Engineer is notified automatically via email.

The Engineer diagnoses, takes action, and resolves the issue. Status: OPEN → PROCESSING

→ Escalate internally if:

• Urgent: No solution within 1 hour
• Non-urgent: No solution within 4 hours

→ Once resolved: Status: PROCESSING → SOLVED

The customer confirms resolution via the system or email.

• If confirmed →  Status: CLOSED
• If not resolved → Status returns to PROCESSING

No response within 24 hours → Admin follows up → Status: CLOSED

Notes:

• Only the customer can confirm when an issue is resolved.
• Admins follow up after 24 hours if there’s no response.
• All notifications are automated via email.