Priority Levels
Response Time and Communication with Customer intervals are limited to normal business hours.
Normal Business Hours are Monday - Friday 8 am until 5 pm est.
When you contact the Support Line your call will be handled by a qualified Support Technician. If the Support Technician is unable to rectify your issue a Support Ticket will be entered into the Support System. Tickets created within in the Support System will be issued a Priority Level based off the criteria below.
| Priority Level |
Basic Description |
Initial Response Time |
Ongoing Customer Communication Interval |
|---|---|---|---|
| Priority 1 | Critical | 1 hour | Every 4 hours |
| Priority 2 | High | 4 hours | Daily |
| Priority 3 | Standard | 8 hours | Every 3 days |
| Priority 4 | Scheduled or Low | 3 days | Weekly |
| Priority 5 | Project | 2 days | Bi-monthly |
Response time referrs to the amount of time until intial customer contact either by the Ticket Creator or by the Technician assigned to the Ticket and do not promise a complete resolution within the stated time frames. In the event a support case could be categorized into two or more priorities the ticket shall always be given the higher priority classification.
Description of Priority Levels during Normal Business Hours
Priority 1: Critical
Priority 2: High
Response Time: 4 hours
Customer Communication Interval: Daily
Criteria: Non critical but significant issue affecting a single user; or an issue that is degrading the performance and reliability of supported services; however, the services are still operational.
Priority 3: Standard
Response Time: 8 hours
Customer Communication Interval: Every 3 days
Criteria: Routine support requests that impact a single user or non-critical software or hardware error.
Priority 4: Scheduled or Low
Response Time: 3 Business Days
Customer Communication Interval: Weekly
Scheduled Criteria: Work that has been scheduled in advance with the customer.
Low Criteria: A minor service issue or general inquiry.
Priority 5: Project
Response Time: 2 Business Days
Customer Communication Interval: Bi-monthly
Criteria: A long term project or service request with no specific expectations on response time.
Priority Definitions
Requests that are made to the Support team are prioritized based on the nature, severity and time of the call.
Priority 1: A problem or issue impacting a significant group of customers or any mission critical issue affecting a single customer.
Examples: (but not limited to):
- System unavailable through multiple computers using multiple different browsers
- Issues relating to comprimised security / access
- Issues relating to data integrity
- Inability to access / use mission critical features within the platform due to system error/problem
Priority 2: Non critical but significant issue affecting a single user or an issue that is degrading systerm performance ; however, the services are still operational.
Examples: (but not limited to):
- Inability to Login to the system when all systems are operational
- Single user receiving an error message within the application when attempting to utilize mission critical features and no work-around is present
- Multiple users receiving an error message within the application regardless of a work-around being present
- Incorrect data being displayed on the screen when working within the system
Priority 3: Routine support requests that impact a single user or non-critical software issue.
Examples: (but not limited to):
- Single user receiving an error message within the application and a work-around is present
- Troublshooting / investigation regarding non-mission critical applications/functionality
Priority 4: A minor service issue or general inquiry.
Examples: (but not limited to):
- Non-critical tutorial questions.
- User productivity may be slightly affected but never completely halted.
Priority 5: A long term project or service request with no specific expectations on response time. Priority 5 issues will be resolved based on scope, timeline, and other competing Priority 5 support requests.
Examples: (but not limited to):
- New Feature Requests
- Existing Feature Enhancement Requests