Internal Document: AlphaTech Solutions

IT Support Master Standard Operating Procedures

This document defines the professional standards for the AlphaTech Support ecosystem. Our mission is "Zero-Gap Reporting"—ensuring every ticket is a perfect audit trail for billing, performance, and client satisfaction.

Current Version v2026.FINAL
Compliance Level MANDATORY

1. The Professional Workflow

We do not just "fix problems"; we manage expectations. Every ticket must move through this lifecycle to ensure management has the data needed for client billing and performance reviews.

Triage & SLA

The moment a ticket arrives, Assign Stars. This triggers the client's expectation. 0 stars = Low, 3 stars = Critical.

Acceptance

Dragging to "Accepted" is mandatory. This captures the "Response Date" timestamp used for management's Response Speed reports.

Resolution

Dragging to "Resolved" finalizes the record. This stops the billing clock and calculates total service hours for the client.

2. Commitment & Communication

Priority Stars Internal Level SLA Commitment Email Output
CRITICAL 30 Minutes "Categorized as CRITICAL (30m SLA)"
HIGH 24 Hours "LEVEL 3 - HIGH (24h SLA)"
MEDIUM 48 Hours "LEVEL 2 - MEDIUM (48h SLA)"
LOW 72 Hours "LEVEL 1 - LOW (72h SLA)"
Protocol: Use Template 86

Never type SLA times manually. Expand the composer, click "Templates," and select "AlphaTech: Ticket Accepted Acknowledgement." The system automatically detects your star selection and inserts the correct text.

3. Executive Management Dashboard

Our work is directly monitored by management (Ms. Mae) through the Reporting > Executive Reports section. The following metrics are live and audit-ready:

Technician Leaderboard

Ranks staff by total tickets resolved. Performance is tracked by "Resolved" stage moves.

SLA Success Rate

Measures percentage of tickets hitting their star-assigned deadlines.

Response Speed

Tracks the delay between "New" and "Accepted". High delays trigger management alerts.

Billing Matrix

Aggregates resolution hours per client for monthly invoicing.

4. Infrastructure Stability

To prevent the "Zombie Bot" error and ensure the Helpdesk bot remains professional:

Server Action (ID 80): Nightly cleanup at 1:00 AM.
Emergency Tool: Run Clean_Odoo_Helpdesk.bat for immediate reset.
Compliance Checklist:
  • Stars assigned on minute 1?
  • Accepted stage moved?
  • Template email sent?
  • Resolved stage moved?