Case Priority Levels Clause Samples
The 'Case Priority Levels' clause establishes a system for categorizing cases or issues based on their urgency or importance. Typically, this clause outlines different priority tiers—such as high, medium, and low—and defines the criteria for assigning a case to each level. For example, a critical system outage might be classified as high priority, while a minor user inquiry could be low priority. By clearly defining these levels, the clause ensures that resources are allocated efficiently and that the most urgent matters receive prompt attention, thereby improving response times and service quality.
Case Priority Levels. Ventiv assigns case priorities based on the technical importance of the problem on Customer’s environment as set forth in the table below.
Case Priority Levels. Case priorities are assigned based on the technical importance of the problem on your Splunk environment.
Case Priority Levels. Persistence prioritises your case based on its severity. Cases with severity levels of P1, P2, or P3 are automatically escalated to more senior engineering resources if they are not resolved within the specified time period (See Table 1 - Problem resolution goals). In order for cases to be prioritised, they must be submitted along with a minimal test case. The following diagram illustrates the decision tree for determining case priorities: --Yes-- P1 Priority Stop Work --No-- on production --Yes-- P2 Priority system? ----------------- Customer Stops work problem with -- Work-around --No-- on development minimal test case available? system? ----------------- --Yes-- P4 Priority --No-- P3 Priority Figure 2 - Priority levels
3.6.1 Case Priority P1 ----- ---------------- When you have an emergency in a production system that stops work, the Technical Support Centre prioritises your case as P1. 'Stops work' means that production work has halted and cannot continue. This priority allows us to immediately direct your case to the Engineer with the correct expertise. When the appropriate Engineer is not immediately available, our goal is to have contacted you to begin problem resolution within one hour after we have received a minimal test case. P1 cases without resolution or work-around within one day of receiving a test case are immediately escalated to a Senior Engineer and management.
Case Priority Levels. Aon assigns case priorities based on the technical importance of the problem on Customer’s environment as set forth in the table below.
Case Priority Levels. Case priorities are assigned based on the technical importance of the problem on your NetFlow Logic Software. P1 = NetFlow Logic Software is completely inaccessible or the majority of its functionality is unusable. P2 = One or more key features of NetFlow Logic Software are unusable. P3 = Any other case where a NetFlow Logic Software feature is not operating as documented. P4 = All enhancement requests.
Case Priority Levels. Case priorities are assigned based on the technical importance of the problem. P1 = Securonix Services is completely inaccessible for Customer. P1s are considered to be service outages and will be triaged until resolved. P2 = One or more key features of Securonix Services are unusable. For example, Customer is not able to access their instance, data ingestion is not occurring as expected, analytics are not functioning as expected, or significant performance issues. P3 = Any other case where the Securonix Service is not operating as documented or when the Securonix Service is being used within the purchased aggregate volumes and storage periods, and there is a material degradation in the performance of the Securonix Service. P4 = All enhancement requests. Enhancement requests are customer-specific requests for additional services or functionality, policy updates, or other requests. P1: One (1) hour from the time of notification of the P1 either from internal monitoring or customer escalation P2: Four (4) hours from the time of notification of the P2 either from internal monitoring or customer escalation. P3: Forty-Eight (48) hours from the time of notification of the P3 either from ticket creation or other notification. P4: Three (3) business days P1 Immediate Immediate Immediate P2 Immediate 4 hours 1 business day P3 24 hours 48 hours 1 week P4 1 week 2 weeks 1 month P1: Hourly P2: Twice per day P3: Once per day P4: None or as agreed between Securonix and customer
Case Priority Levels. Case priorities are assigned based on the technical importance of the problem on your Qmulos environment. ¥! P1: Qmulos Software is completely inaccessible or the majority of its functionality is unusable. ¥! P2: One or more key features of Qmulos Software are unusable. ¥! P3: Any other case where a Qmulos Software feature is not operating as documented. ¥! P4: All enhancement requests.