| Status | Expectation | Timeline |
| Waiting on Agent Reply | The initial ticket submission or a follow-up was recorded and the Agent was notified. | Urgent tickets will receive a first-response within 4 business hours, while others will receive a first-response within 1 business day. |
| Waiting on Customer Reply | The Agent responded to the ticket and is waiting on the customer to reply | Depending on the severity, tickets are automatically marked as inactive after 7-14 days. |
| Inactive | The ticket was in "Waiting on Customer Reply" for 7-14 days and is now marked inactive | Depending on the severity, the tickets are later marked "Resolved" without a response after 3-7 days. |
| Waiting on Engineering | The ticket was escalated to a development team for further analysis. | Depending on the nature of the ticket, this normally takes 1-5 business days. |
| Waiting on Next Release | The ticket has a bug fix or feature request associated in it that will be made available in the next release | Dependent on when the feature or enhancement was implemented and the release schedule |
| Call Scheduled | A call was scheduled with a Leostream technical resource | The timeline is determined by the customer and Leostream |
| Waiting on 3rd Party | The ticket is on hold waiting for a reply from a different vendor or a different internal team | Depending on the nature of the ticket, this normally takes 1-5 business days. |
| Pending Fix | The ticket uncovered a bug and an official bug report was submitted | Dependent on the severity of the bug |
| Feature Request | The ticket contained a feature request and it was submitted to the Product team | Dependent on the feature request's alignment to the product roadmap |
| Feature/Fix Available | The ticket was previously in "Waiting on Next Release" and the release became available. | The ticket remains open for another 10 days to allow the customer to reply back. |
| Resolved or Closed | The ticket was resolved. | N/A |
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