Nextama Sinergi Indonesia

Support Services & Helpdesk

Manage customer support tickets, SLA timer compliance, onsite engineer dispatches, and maintenance records.

Active Support Queue 3 Tickets Currently in progress
Critical Incidents (1h SLA) 1 Active High priority response
SLA Compliance Rate 98% Target: >95% met
Senior Cloud Engineers Nextama SOC 24x7 coverage tier
Status: All In Progress Pending Customer Resolved
Ticket ID Client Organization Subject / Issue Category Priority SLA Target Status Status Assigned Engineer Created At Actions
INC-2026-1102 PT Tokopedia Exchange Online Mailbox Quota & DKIM Authentication Issue Cloud Infrastructure High (4h SLA) Target: 4.0h (Elapsed: 1.2h) In Progress Faisal Pratama 2026-11-07 09:15
INC-2026-1101 PT Astra International Tbk FortiGate 60F IPS False Positive on Enterprise ERP Port Security & SOC Critical (1h SLA) Target: 1.0h (Elapsed: 0.4h) In Progress Faisal Pratama 2026-11-07 10:40
INC-2026-1098 PT Bank Mandiri (Persero) Tbk Intune Mobile Device Enrollment Policy for Remote Staff Managed Endpoint Medium Target: 8.0h (Elapsed: 3.5h) Pending Customer Ari Rahmatul Huda 2026-11-06 14:20
INC-2026-1095 PT Kalbe Farma Tbk Synology RS2423+ Scheduled Firmware Upgrade & BAST Signoff Hardware NAS Normal Resolved in 2.1h Resolved Faisal Pratama 2026-11-05 11:00
INC-2026-1092 PT Indofood CBP Sukses Makmur Quarterly Preventive Maintenance Onsite Inspection (SLA Retainer) Onsite Maintenance Normal Resolved in 3.8h Resolved Faisal Pratama 2026-11-03 08:30

Category
Priority
Assigned Engineer
Ticket Status
SLA Status
Reported Date
Service Level Agreement (SLA): 1-hour initial response, 4-hour target resolution for enterprise clients under active MSP maintenance contract.
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