RESPONSE, RESOLUTION & ESCALATIONS
The Service Desk responds to Portal tickets in 4 hours or less, more than 80% of the time.
The Service Desk strives to resolve incidents as quickly as possible, from 8 hours or less for Urgent Priority 1 Incidents (such as all payment devices not working) to 2 business days for Low priority how-to queries (although ideally your ROM can assist you with How-To queries).
If you would like to escalate an issue that is perhaps taking longer than it should to get resolved, or if an issue is re-occurring, you can either call the Cara IT Service Desk at 1-877-877-2957 and ask for a Supervisor or email a supervisor at email@example.com and provide the ticket number in question.
If you would like to further escalate the matter please send an email to firstname.lastname@example.org which will be sent to the management level at the Cara IT Service Desk.