Creating and Managing Support Tickets & SLA

The LYNIO Support Platform provides an integrated, IT Service Management (ITSM) ticketing solution built directly into the LYNIO Cloud Console. Whether you are troubleshooting an unexpected service outage, submitting a Request for Change (RFC), or requesting technical guidance, the support system guarantees transparent communication, auditability, and Service Level Agreement (SLA) tracking.

Ticket Types & Priority Tiers

When opening a ticket, selecting the appropriate Type and Priority Tier ensures your inquiry is routed to the correct engineering queue and evaluated against the proper SLA deadlines.

Ticket Types

Priority & SLA Tiers

LYNIO calculates response and resolution deadlines dynamically using configurable SLA policies. Deadlines are evaluated either continuously (24/7 Calendar) or during defined business hours (Business Hours, e.g., 08:00–18:00 Monday through Friday CET):

Creating a Support Ticket

To open a new ticket from the LYNIO Console:

1. Click Support in the primary navigation sidebar.
2. Click the + New Ticket button in the header.
3. Fill in the ticket attributes:
   • Subject: Enter a clear, concise summary of the issue (e.g., VPC Peering connection timing out between ams-01 and fra-01).
   • Ticket Type: Choose Question, Incident, or Change Request (RFC).
   • Priority / SLA Tier: Select the urgency level. The badge will indicate the associated resolution target and SLA calendar model.
   • Related Cloud Resource (CMDB Item): Optionally link an existing resource from your tenant's Configuration Management Database (CMDB), such as a Compute Instance, VPC Subnet, Block Volume, or Object Storage Bucket. Linking an asset provides engineers with instant access to system metadata (such as vCPU, RAM, Region, and LID).
   • Description: Detail the behavior observed, steps to reproduce, timestamps of occurrences, and the exact impact on your workload.
   • Attachment (Optional): Attach relevant diagnostic archives, screenshots, or log excerpts. Note that your tenant must have active S3 Object Storage configured to upload attachments.
4. Click Create Ticket. Your ticket is immediately assigned a unique tracking identifier (e.g., TICK-2026-0042) and assigned to the default Service Desk queue.

Tracking & Collaborating on Tickets

Clicking any ticket in the table or Kanban board opens the Ticket Detail Drawer, which contains the full communication thread, asset metadata, and lifecycle controls.

Conversation & Updates

• Public Replies: Messages submitted in the reply box are immediately visible to all authorized users and notification recipients.
• Internal Notes: Staff engineers and support managers can toggle the Internal Note switch to keep private diagnostic notes, escalation logs, or triage comments hidden from external viewers.
• Attachments: Files attached to comments are securely streamed to and stored within your tenant's Lynio S3 bucket.

Ticket Status Lifecycle

Tickets progress through the following statuses:

[Open] --> [In Progress] <--> [Waiting on Customer]
                 |
                 v
            [Resolved] --> [Closed]

• Open: The ticket has been created and is waiting for initial review by a support engineer.
• In Progress: An engineer has claimed or been assigned the ticket and is actively investigating.
• Waiting: Support has requested additional logs or verification from you. The SLA resolution clock is automatically paused while in this state.
• Resolved: The technical solution or change has been delivered. You can confirm the resolution or reopen the ticket with a follow-up reply.
• Closed: The ticket is finalized. Once closed, no further comments can be posted.

Working with Ticket Amendments

For complex incident responses or multi-stage change requests, LYNIO Support allows you to spawn Amendments (child tickets).

1. In the Ticket Detail Drawer, click Add Amendment in the header.
2. A new ticket form opens pre-populated with reference to the parent ticket (parent_id).
3. Amendments are numbered sequentially relative to the parent (e.g., TICK-2026-0042.1, TICK-2026-0042.2).
4. In the ticket detail view, the Amendments & Steps card allows switching seamlessly between parent investigations and individual execution steps.

Customer Satisfaction (CSAT) Feedback

When a ticket is transitioned to Resolved or Closed, a feedback prompt appears in the ticket sidebar:

1. Select a rating from 1 to 5 stars.
2. Provide optional qualitative commentary describing your experience with the engineer.
3. Click Submit Rating.

Feedback ratings are aggregated in the Support Analytics dashboard to ensure consistent adherence to enterprise service quality standards.