This page gives FincareAid agents the fastest reference for daily support work. Use it during live ticket handling when you need to confirm SLA priority, ticket tags, escalation steps, approved macros, or internal contact points.
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Quick answers: SLA tiers, ticket tags, escalation steps, macros, and who to contact.
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| Priority Level | Who It Applies To | First Reply Target | Resolution Target | What To Do If Approaching Breach |
|---|---|---|---|---|
| P1 Critical | Equipment down in active clinical use, urgent hospital escalation, or safety risk. | 30 minutes | 4 hours or confirmed technical handoff | Add internal note, apply p1-critical, notify supervisor in Zendesk, escalate to Technical Team immediately. |
| P2 High | Warranty claim affecting service delivery, delayed delivery for scheduled installation, account access blocking a medical team, or payment issue affecting service continuity. | 1 hour | 8 business hours | Apply correct issue tag, send status update, escalate before 75 percent of SLA time is used. |
| P3 Standard | Billing questions, rental payment questions, invoice requests, delivery status, onboarding support, and general account questions. | 4 business hours | 2 business days | Send acknowledgment, confirm next step, log blockers before end of shift. |
| P4 Low | Product information, documentation request, non-urgent admin update, and general inquiries. | 1 business day | 5 business days | Use approved macro, tag correctly, close only after customer receives a clear answer. |
| Zendesk Tag | When To Use It |
|---|---|
| billing-rental | Any rental plan billing question, invoice clarification, or rental billing adjustments. |
| payment-overdue | Missed or late rental installment, failed payment, or account approaching overdue status. |
| billing-invoice | One-time purchase invoice request, invoice correction, or invoice re-issue. |
| delivery-status | Customer requests shipment tracking, ETA confirmation, or delivery scheduling confirmation. |
| delivery-delay | Delivery missed, delayed installation, or logistics delays that impact planned operations. |
| equipment-downtime | Equipment not usable, service interruption, or downtime affecting active clinical or lab work. |
| technical-troubleshooting | Any diagnosis or troubleshooting for equipment operation, errors, performance, or setup. |
| warranty-claim | Customer reports fault within warranty, requests repair or replacement, or submits claim documents. |
| onboarding-new-customer | New customer onboarding questions, setup support, training scheduling, or portal orientation. |
| account-access | Login, permissions, portal access, MFA resets, or access blocking a medical team. |
| customer-complaint | Service dissatisfaction, negative experience, agent conduct concerns, or formal complaint. |
| sales-to-support-handoff | Post-sale handoff issues, missing context from sales, onboarding gaps, or implementation follow-through. |
| escalation-tier2 | Issue must be handled by Tier 2 Support due to complexity, permissions, or risk. |
| supervisor-review | Supervisor approval needed, high-risk case, customer complaint escalation, or exception request. |
| p1-critical | Use only for P1 situations: active equipment down, urgent hospital escalation, or safety risk. |
| general-inquiry | Fallback tag when the request does not match an existing tag. Document the gap clearly. |
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Never leave a ticket untagged. If no tag fits, apply general-inquiry and add an internal note explaining what tag may be needed.
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Internal Escalation Note Template
| Macro Name | When To Use It |
|---|---|
| Rental Payment Reminder, First Notice | First reminder when a rental installment is due or just missed, including the next payment step. |
| Rental Payment Follow-Up, Second Notice | Second follow-up when payment is still outstanding, with clearer urgency and escalation expectations. |
| Payment Received Confirmation | Confirm receipt of payment and set expectations for account update and any next steps. |
| Delivery Confirmation Request | Request confirmation of delivery date, site readiness, and contact details for installation handoff. |
| Delivery Delay Update | Notify the customer of a delay, provide revised ETA, and share what is being done to resolve it. |
| Equipment Troubleshooting Intake | Collect required details to begin troubleshooting: model, symptoms, error codes, and environment. |
| Technical Escalation Sent | Confirm the issue has been escalated and share the expected next update window. |
| Warranty Claim Documents Request | Request required documents and details needed to open a warranty claim and technical review. |
| New Customer Welcome | Welcome new customers, confirm onboarding steps, and provide key support and training information. |
| Complaint Acknowledgment | Acknowledge a complaint with empathy, confirm next steps, and set clear follow-up expectations. |
| Situation | Who To Contact | How |
|---|---|---|
| Missed installment above 7 days | Finance Lead | Zendesk side conversation |
| Equipment not working in active use | Technical Support Lead | Zendesk escalation plus internal note |
| Delivery missed by more than 24 hours | Logistics Coordinator | Zendesk side conversation |
| Warranty claim above ₦500,000 equipment value | Support Supervisor | Zendesk supervisor review |
| Customer threatens cancellation or public complaint | Support Manager | Zendesk supervisor review |
| Account access affecting hospital team | Tier 2 Support | Reassign to Tier 2 group |