Level 3 is the FeneVision Development team, which is separate from the Support team. The Development team is divided into sub-teams that are responsible for different areas of the software code.
The standard process for a Normal-priority Level 3 ticket is as follows (urgent/crisis tickets are treated separately):
- Your ticket is escalated to our general level 3 queue by a Support agent.
- The Support manager routes your ticket to the appropriate sub-team for Development.
- In a sprint planning meeting that occurs every Thursday, managers from the Professional Services and Support teams meet with the Development managers to coordinate priorities for the upcoming development sprint.
- The development team assigns tickets to available developers by working down the priority list in the order that was determined in the weekly meeting.
- The assigned developer works on the ticket to arrive at a solution. Some complex tickets are not solved in the first week they are assigned to a developer.
- If a hotfix is required, your ticket is assigned back to the Support or Professional Services team (wherever the ticket originated) to coordinate deployment with you.
The average resolution time for a level 3 ticket is currently 20 business days (4 weeks). The time a ticket takes to solve varies substantially depending on the area of FeneVision involved, and the complexity of the ticket.