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Ticket handling principles

CyberJo is committed to resolving client support tickets efficiently. We work on a best-effort basis to ensure day-to-day issues are handled promptly and do not drag on unnecessarily.

While we do not enforce strict time limits on how long a complex resolution might take, our Service Level Agreements (SLAs) strictly enforce response times. This guarantees that clients are never left wondering if their request was received or if a technician is looking into it.

All communication (Email, WhatsApp, and Phone) is logged centrally within the ticketing system. Technical troubleshooting is kept in private internal notes, while public updates remain concise and non-technical.

Best Effort Resolution + Enforced Response Times
Average resolution time: 1 - 3 business days.

If a task is complex and requires more time, it is broken down into smaller child tickets under a parent ticket to track progress effectively without letting the main queue stagnate.

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How we prioritize issues

Not all issues are created equal. We determine the priority level of a ticket by evaluating the urgency of the request against the impact it has on production, as well as the role of the user affected.

Affected Role Not Urgent &
Not Important		 Urgent &
Not Important		 Urgent &
Important		 Critical
Impact / Risk ↓ No risk / no real impact No risk / low impact Low risk / <50% impact High risk / ≥50% impact
User Very Low Low Medium High
Manager / Director Low Low Medium Critical
System / Vendor Very Low Low High Critical
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Guaranteed response times

Once a priority level is assigned, it dictates our maximum allowed response time during business hours. This is the time it takes for a technician to acknowledge the ticket and begin initial triage or communication.

2 Business Hours Critical
3 Business Hours High
4 Business Hours Medium
10 Business Hours Low
10 Business Days Very Low
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The 5-step response process

Every client-initiated ticket follows this standardized lifecycle to ensure prompt attention and clear expectations.

Step 1: Acknowledge & Triage

The system instantly sends an automated reply to confirm receipt. The ticket is then assessed against our priority matrix, which triggers the appropriate response time window.

Step 2: First Contact

Within the guaranteed response window, the assigned technician replies to the ticket and initiates contact via WhatsApp or a direct phone call. If client input is required to proceed, the ticket status is changed to Waiting.

Step 3: Troubleshoot & Update

The technician actively works on the issue. All technical steps and diagnostics are logged in private internal notes. The client receives concise, non-technical public updates regarding progress and next steps.

Step 4: Follow-Up on Silence

If we are waiting on the client, we follow up after about 3 to 8 business hours. Depending on the complexity of the issue, a second follow-up is sent after another 3 to 8 business hours. If communication remains poor, our 3-Strike Policy is initiated.

Step 5: Resolve, Escalate, or Close

Once fixed, the ticket is marked as Resolved. If the client remains unresponsive or uncooperative, the ticket is escalated to management or Closed in accordance with our communication policy.

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The 3-Strike communication policy

Resolving technical issues requires collaboration. We believe in efficient partnerships and do not let day-to-day issues drag on due to poor communication. If we require device access or specific input and receive weak communication or lack of response, we enforce a strict 3-strike rule.

  • What counts as a strike? A strike is issued when a contact misses an agreed-upon appointment time, fails to respond to our WhatsApp messages after 8 business hours, or fails to provide requested access or information.
  • Strike 1 & 2: We document the missed communication internally and attempt to re-engage the contact to get the issue moving again.
  • Strike 3 (Escalation & Closure): We immediately cease direct communication attempts with the unresponsive contact. The communication breakdown is reported to the contact's manager for correction, and the ticket is closed.
Minor issues are dropped completely after 3 strikes.

For critical or major issues, work will only resume once the contact's manager intervenes to establish a firm, reliable time slot for our technicians to get the issue resolved. We will not struggle with unresponsive contacts; we require serious communication to deliver serious results.