Service Request Procedure
If you would like to open a services request, email the Cloud Managed Services team at
cloudms@cleo.com and a ticket will be automatically created and reviewed by the
team. You can also call (815.282.7894 Option 4) to open a ticket. You will be sent a ticket
number for tracking purposes. You can reference this ticket to get status updates.
When sending the request using email:
- The email Subject should start with the word Request.
- Be sure to put a detailed description of the request.
Customer Initiated Tickets
Tickets that are initiated by a customer will be closed upon receiving an approval or request to
close.
Ticket Status Reference Table
| Ticket Status | Status Description |
| New | This status is a default status when the ticket has been created and awaiting ticket owner assignment |
| Pending | Awaiting Customer Action - Must be used when waiting for information from, a decision by, or action to be taken by the customer. Including approval to close ticket. If no activity from customer within 2 days, the engineer will make follow up attempts to the customer and if no response is received after 10 days , the ticket will be marked as on hold or closed depending on the initial request. |
| Open | Awaiting Cleo Action - Automatically assigned when the ticket is updated by the customer via email or via the ticket portal. Must be used when the ticket is being worked (performing research, diagnosing, developing a resolution, testing, etc.) The Cleo engineer is expected to provide progress updates in a timely fashion. |
| Solved | Resolution was applied to a customer-initiated ticket and confirmed by the customer. Resolution was applied to a system alert ticket. |