Please pay attention to detail and set Ticket Statuses accordingly when updating tickets.
For exampled if it is a ticket you are opening at level 1, set “Heroic Support”.
For tickets escalated to repair, set “Escalated To Repair”.
Also tickets set “Heroic Support” should have one comment per day indicating if we tried calling or not so this information is logged. If three or more days with three VMs have been left and no response the ticket can be closed pending customer action and re-opened when/if they get back to us.
Thank you.