Incident Management, Tickets & Support Desk Support
What is a Managed Service?
Incident Management Tool
Dashboard view of FreshDesk
This is the Service desk view within Fresh Service for all Managed
Service customers.
FreshDesk Tickets
Engineers prioritize these tickets based on the impact on the client’s environment.
Service Desk Support Process
Our Support Service Contact Options:
Tangent Solutions Desk
The Tangent Solutions Service Desk provides 1st Level support responsibilities are as follows:
Acknowledgement of the Incident within 15 Minutes to the
incident Logger (Email)
Perform 1st Level troubleshooting (e.g., Identification of
threshold breaches)
Route the ticket to the correct
resolver group
All Tangent Department’s teams provide Level 2 & Level 3 Support
Tangent
Code
Tangent Cloud
X AWS
Tangent
Connect
Tangent
Automation
Tangent Cloud
X Microsoft