When we class a ticket as outside the scope of our service level agreement, this usually means it meets one of the following criteria:
- Does not have a reasonable business case or use
- Outside of our Scope of Management
- Relies on external factors which we cannot control, such as weather, traffic, partner organisations etc.
- You are not eligible for support for us
In this case, your ticket will usually still be seen too, unless there are a higher than normal call volume, in which case the ticket is placed at the back of the queue. We also do not give definite response and resolve times. But again, we will always try to help if we can.
If you wish to contest the status change, please let the agent know in the ticket.