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PLM HELP DESK

PLM HELPDESK

WAYS TO CREATE TICKETS

By logging onto https://helpdesk.prolim.com/login.php using a registered email

By sending an email to customer.support@prolim.com

By calling +1-214-227-6535 or +91-80-23471508

SCOPE
  • PLM System Technical Defects
  • PLM System Application Issues
  • Technical “Run” and Application Maintenance activities
  • Enhancements less than or equal to 5 person days
KEY PERFORMANCE INDICATORS
  • % of Resolution within SLA
  • No. of Tickets Outside of SLO/SLA
  • Number of repeated Incidents
  • Number of Failures after Solution release
  • Resource Utilization – Average Resolution Effort and Time by Severity
REPORTS
  • Weekly Ticket Status Tracking
  • Monthly Support Performance Tracking
  • Quarterly Steering Report with KPIs

RESPONSE TIMES

Severity LevelCharacteristicsResolution Time
Severity 1 (Major)⇒ PLM System not available
⇒ Impact is Organization wide and it affects most or all users
⇒ No workaround available
4 hours
Severity 2 (Moderate)⇒ PLM System is available but some of the business functionality or features failed to function normally
⇒ Impact is limited to a set of users or user groups
⇒ A workaround is available but its not efficient or limited
2 Business Days
Severity 3 (Minor)⇒ PLM System is available but one or the business functionality or feature failed to function normally
⇒ Impact is limited to a set of users or user groups
⇒ A workaround is available for business continuity
5 Business Days
Service Requests⇒ PLM is functioning as expected
⇒ Minor or Major change requests to current business functionality less than 80 Hours
⇒ Business as usual changes
Based on Estimation, review and Prioritization by the Customer
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