On-Premise products like PowerDNS, App Suite and Dovecot Pro
Feature Request
You have a good idea for one of our products which are not available yet but would enhance the functionality? Please tell us how this could be done be opening a Ticket with the Ticket Type "Feature Request".
Feedback
Choose "Feedback" whenever you would like to give us some feedback about products, our Support Services, whatever you may think could make us better.e
Helpdesk Issue
... if you encounter any issue with our Helpdesk System or you want to have some additional functionality available.
Incident
You built up a Service with one or more of our on-premise Software Products and run into a service degradation or outage which is caused by our product. Choose "Incident" and let us know how the Incident has been or can be triggered, and we are trying to help you either resolving the Incident, and are taking care about the reactive Problem Management of the underlying root cause of that Incident. The Solution-Time of an Incident Ticket covers the the Restoration-Time of your SLA.
Problem
You have found a bug/fault in our Software product, or you have had an Incident in your Service, which needs further investigation and resolution to avoid further Incidents caused by the same Problem, Ticket Type "Problem" is your fried to let us know about it. The Solution-Time of a Problem Ticket covers the Solution-Time from your SLA.
Support Request
A general request for getting Support for any of our Software Products - Only available for on-premise customers. This is also the default for enquiries which have been sent to us via email. The Solution-Time of a Support Request is the same like for a Problem Ticket.
Single User Issue
Is similar to an Incident but only for one user, hence the Solution-Time covers the Restoration-Time of a "low Severity Incident" (therefor only Severity 3 and 4 are available to select), depending on the actual user impact and according to your Support's underlying SLA.
Unspecific
The Default Ticket Type if issue is created via Ticket System's WebUI and does not get changed to any other more specific Ticket Type. This Ticket Type does not have any SLA target.
OX Cloud Services
Change Request
If you want us to change some user or customer specific configuration of the provided service or a service component, which cannot be changed by yourself using our OX Cloud Service Provisioning API. This Ticket Type has no specific SLA.
Feature Request
You have a good idea for one of our products which are not available yet but would enhance the functionality? Please tell us how this could be done be opening a Ticket with the Ticket Type "Feature Request".
Feedback
Choose "Feedback" whenever you would like to give us some feedback about products, our Support Services, whatever you may think could make us better.e
Helpdesk Issue
... if you encounter any issue with our Helpdesk System or you want to have some additional functionality available.
Incident
If you experience any Degradation (performance issue) or Outage (unavailability) of the OX Cloud Service or one of its components or Primary Services like IMAP, POP3, SMTP, HTTP (WebUI). The Solution-Time of an Incident Ticket corresponds to the Restoration-Time of the SLA.
Problem
You have found a bug/fault or a not properly behaving function or feature in any of our OX Cloud Service Component, please let us know by reporting it as a Problem. The Solution-Time of a Problem Ticket covers the Solution-Time from your SLA.
Service Request
A general request for getting Support for our OX Cloud Service and any its Service Components - Only available for customer of the OX Cloud Services. This is also the default for enquiries which have been sent to us via email. The Solution-Time of a Service Request is the same like for a Problem Ticket.
Single User Issue
Is similar to an Incident but only for one user, hence the Solution-Time covers the Restoration-Time of a "low Severity Incident" (therefor only Severity 3 and 4 are available to select), depending on the actual user impact and according to your Support's underlying SLA.
Unspecific
The Default Ticket Type if issue is created via Ticket System's WebUI and does not get changed to any other more specific Ticket Type. This Ticket Type does not have any SLA KPI.
See also: Service Level Agreements
For more information please see the user documentation: https://user-docs.zammad.org/en/latest/