Technicians will triage and make every effort to resolve issues remotely. A ticket will be created for each call received by the SBT Helpdesk. SLA for response is 2 hour.
When a call is received by the Helpdesk, it will be answered by a Level 1 or 2 technician. If the incoming request can be handled within 30 minutes, that same technician will remain on the call to resolve the issue. If the representative estimates that the incoming request will take longer, he/she will either escalate the call to a Level 3 technician or Senior Engineer (if immediately available), or inform the caller that the issue will be assigned to a Level 3 technician and end the call.