How to interpret "On-Hold" and "Out-Of-Scope" tickets

Some tickets are addressed to Cyber Energia, but depend on the resolution by another 3rd party company.

e.g., 3rd Party VPN Issue, OT Device issue, Power Outage, data base remote connection failure, etc

To not affect Cyber Energia Support SLA performances, these tickets are categorised:

• On-Hold: When the situation is not yet resolved and is in the hand of the 3rd party company managing the resolution

• Out-Of-Scope: When the situation has been resolved

   

This way Cyber Energia can keep track of all developments made.