High Priority Request (P2) Sample Clauses

High Priority Request (P2). An order is due for shipment and is awaiting the transport slip to be generated and printed for the shipment to begin. The transit would not initiate without the printed hard copy of this slip. Somehow, the slip for the shipment is not generated in the system and needs be looked at by a Sales & Distribution expert immediately. This is a critical issue in the sales cycle which pauses the entire customer business and impacts the financials considerably. In such a case, • The user will log a critical request(P1) with the service provider via email/24*7 helpdesk/portal. The priority of the request will be decided by the user based on the impact and the urgency of the business. • As per the SLA matrix agreed upon, the service provider will acknowledge/respond to the request within the response time. (5 mins in this case) • The request will then be categorized and routed to the right support group (Sales & Distribution) in this case. • The distribution consultant would then be the owner of this request. It would be his/her ownership to provide a resolution to the request within the resolution time agreed upon, failing to which the request would be bound to be escalated. • Thus, in case of such a critical request, the service provider would provide the resolution within the resolution time agreed upon (4 hours in this case). • The request would then be marked resolved after successful and thorough testing, and user confirmation. Such requests may (recommended) or may not be submitted for Root Cause analyses(RCA) upon Business approvals which may lead to a Problem ticket creation. Example2). Critical Request (P1) The Financial Director (FD) of the customer wants to approve a critical invoice which would require him/her to log on to the live production system. Erroneously, he/she happens to lock his/her account. The only way to log on to the system is to get the account unlocked. • The FD would therefore create a request (email/24 * 7 helpdesk number/portal) with the highest priority(P1). Such requests would be given a VIP status and treated upon accordingly, since they involve super-senior authorities along with a considerable business impact. • This request would reach the service provider via the SLA matrix that has been agreed upon. Initially, the level 1 contact (support team) would be reached (email/24 * 7 helpdesk number/portal). If there is no response from the level 1 contact, then the level 2 would be reached and so on. This would make sure that, this req...
Sample 1
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