JoinedUp Support Service Desk SOP

Overview

This document describes how JoinedUp’s Support Service Desk operates, including how to submit tickets, what to expect during the support process, severity levels, and SLA commitments.

Submitting a Support Ticket

Tickets are submitted via the JoinedUp Service Desk portal. There are two portals depending on your role:

User Type Portal Link Types of Request

Standard users

https://beelineco.atlassian.net/servicedesk/customer/portal/22

Anyone can submit a query using this link, regardless of whether they have Admin access. Select this option if you have a general question or need assistance accessing or navigating JoinedUp.

Admin users

https://beelineco.atlassian.net/servicedesk/customer/portal/20

Report a bug, General Queries and Admin and Custom requests.
Admin users must be provided with login credentials by the Operations Specialist. All requests for new Admin users must be submitted by an existing Admin through a Jira ticket.

When logging a ticket you will be asked to provide your name, a summary of the request, any relevant attachments, and the environment affected. Once submitted, a ticket is created and assigned to the support team.

Admin User Request Types

  • Report a System Error – Use this to report a bug when the product is not behaving as expected. Please include what you observed, what you expected to happen, and clear steps to reproduce the issue.

  • General Queries and Admin – Use this to log general enquiries or standard BAU tasks for routine operational tasks such as adding a new supplier, archiving workers, rebooking shifts, or creating overtime groups.

  • Custom Requests – Use this for Report Requests or Config Requests. Please note these request types do not have SLAs attached to them and are scoped and prioritised separately.

What Happens After You Submit

Once your ticket is received, the support team will:

  1. Acknowledge your ticket in line with the first-response SLA for your issue’s severity.

  2. Contact you if further information is needed to investigate.

  3. Investigate and triage the issue.

  4. Keep you updated on progress and next steps.

If your ticket requires specialist input (such as engineering or operations), it will be escalated internally. You will be kept informed throughout.

Ticket Statuses

You may see the following statuses on your ticket:

  • Waiting for Support – Your ticket has been received and is queued for the team.

  • Under Investigation – The support team is actively investigating.

  • Escalating to Engineering – The support team has moved this ticket to the engineering team’s backlog, where it will be scheduled into a sprint in line with its SLA classification.

  • In Progress – The engineering team is working on your ticket.

  • Waiting for Customer – The team needs additional information from you. Please respond promptly to avoid delays.

  • Resolved / Closed – Your issue has been addressed. A resolution reason will always be provided.

Resolution Types

When a ticket is closed, one of the following resolution reasons will be recorded:

Fix-based

  • Engineering fix – A code or technical fix was deployed by the development team.

  • Configuration fix – The issue was resolved through a settings or configuration change.

  • Infrastructure/Network/Database related – The root cause was in the underlying infrastructure.

Non-actionable

  • Duplicate – The issue had already been reported.

  • Cannot Reproduce – The team was unable to replicate the problem to investigate further.

Out-of-Hours Support

The support team operates Monday–Friday, 08:00–21:00 UK time.

Outside of these hours, if you experience an urgent production issue (such as a system outage or payroll-impacting problem), please still submit a ticket via the service desk portal and mark it as urgent. An on-call engineer will be notified for critical issues.

Bug Severity Levels and SLAs

All bug and support tickets are assigned a severity level which determines response and resolution targets.

Severity Level 1

The production system is offline or completely non-functional with no workaround available. A significant number of users are affected.

Metric Target

Initial response

30 minutes

Resolution target

5 hours

Status updates

Every 60 minutes

Escalation

Customer may escalate if unresolved after 5 hours

What to expect: The team will work continuously until normal service is restored and will provide frequent status updates. Once resolved, a Root Cause Analysis (RCA) will be initiated and shared after internal review.

What we ask of you: Be available for prompt retesting and provide feedback so the ticket can be closed once confirmed resolved.

Severity Level 2

Multiple users are unable to perform essential functions and there is no acceptable workaround.

Metric Target

Initial response

1 hour

Resolution target

3 business days

Escalation

Customer may escalate if unresolved after 3 days

What to expect: Regular progress updates and a Root Cause Analysis upon resolution.

What we ask of you: Stay available for troubleshooting and retesting as the team investigates.

Severity Level 3

An essential function is unavailable, but the issue is isolated to a single user or data element, or an acceptable workaround exists.

Metric Target

Initial response

2 hours

Resolution target

7 business days

Escalation

Customer may escalate if unresolved after 7 days

What to expect: A Root Cause Analysis is available on request.

What we ask of you: Provide any requested information promptly and apply recommended interim solutions where possible.

Severity Level 4

No escalation is required. Configuration changes and product enhancements are non-severe items. If any request for a configuration change and/or enhancement comes through product support, it will be classified as a Level 4 ticket and referred to your account manager.

Metric Target

Initial response

1 business day

Resolution target

25 business days

RCA

None

Escalation

Customer may request escalation if dissatisfied with progress.

What we ask of you: Provide updates and any additional detail via the service desk ticket.

Severity Level 5

The reported issue is not critical to the day-to-day operations of any single user, and there is an acceptable alternative solution. Severity Level 4 items are typically resolved through Beeline’s business case solution process or custom development process, as appropriate.

Integration Issues

Integration-related requests follow the same severity-based triage process. Please include relevant integration details when logging your ticket so it can be routed appropriately.

Your Responsibilities

To help us resolve your issues as quickly as possible, we ask that you:

  • Provide as much detail as possible when logging a ticket (steps to reproduce, screenshots, affected users, environment).

  • Respond promptly when the team requests additional information — delays in response may affect resolution timelines.

  • Be available for testing when a fix or change has been applied.

  • Use the correct portal for your user type (standard user vs. admin).

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