There are some support requests that may not be covered by your support service. In these cases, the support team will inform you of this situation, as well as the reasons why the ticket cannot be handled.
In any case, your ticket will be in one of these situations:
- Specification change: For systems put into production, these are changes not included in the original project or development requirements.
- Evolutionary support: development of improvements or new functionalities. In these cases, you should address your request to your project manager.
- Contact not authorized to register tickets: The ticket has been registered by a user who is not one of the contacts contractually authorized to register tickets.
- Customer training service not included or exceeded: training requests that are not included in the customer's plan/project or that exceed their limits.
- Customer hardware: incidents related to or originated by the customer's hardware or networks.
- Number of tickets exceeded: the customer has exceeded the number of tickets included in his plan.
- Third-party software: incidents related to or caused by third-party software.
- Client is autonomous to perform the task: This refers to tasks that the client can perform by itself, for example, creating users, assigning permissions, creating directories, moving documents, etc.
- Support not in force: the customer does not have a support service in force.
- Use of unsupported hardware or software: performance or operational issues caused by using hardware or software that does not meet product specifications.
- End-user errors: Data corrective work due to user errors.