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

+27 10 593 0503

Event Monitoring

support@tangentsolutions.co.za

https://jurumani.freshservice.com