Ticketing & SLAs
Fast, accountable support – backed by a real response time.
When something breaks, you don’t need guesswork. You need a clear process, measurable expectations, and a team that responds quickly and consistently.
At Valley Techlogic, every request goes through a structured ticketing workflow so nothing gets lost, delayed, or “handled verbally” and forgotten. And we back it with a simple commitment: we answer tickets within 30 minutes.
- One front door for support – email, portal, or phone intake becomes a tracked ticket.
- Clear ownership – every ticket has an assigned technician and an audit trail.
- Prioritization that makes sense – urgent issues get treated like urgent issues.
- Visibility for your team – status updates, notes, and timelines are always documented.
Bottom line: you’ll know what’s happening, who’s working on it, and when you can expect progress.
30 minutes
Ticket response time, we typically answer tickets within 30 minutes and emergency onsite tickets within 2 hours
Tracked
Every issue logged with notes, timestamps, and outcomes
Prioritized
Business-impact triage so the right work happens first
Accountable
Assigned ownership and escalation paths when needed
How our ticketing process works
- Submit – send an email, open a portal ticket, or call in.
- Confirm – we acknowledge the request and start triage.
- Resolve – we fix the issue (remote or onsite depending on the need).
- Document – we record what happened, what changed, and any recommended prevention steps.
Want SLA-style support without the “enterprise bureaucracy”? That’s exactly what this is built for.
