We are using Zendesk Support System to receive support tickets from our clients. Zendesk it one of the most popular and easy to use help systems to manage support requests.
Our support team receives requests from clients and acknowledge the requests within one hour. If requests are for minor assistance, it can be instantly provided through the knowledge base. If requests are of a technical nature such as bugs or more complex operations, these are forwarded onto appropriate technical personnel to respond to.
Escalation of any support request can be made based on its urgency. Escalation levels are defined in the SLA document and the contact person who is responsible to deal with the specific issue. Software bugs are treated as non-billable items and we take full responsibility to fix all bugs. Response time to each support request depends on the nature and severity of the bug. However, all bugs are treated as urgent, with fixes and patches released as quickly as possible. All fixes and patches are released to UAT after consultation with the client, before being released to production.