Incident Acknowledgement. Automated email response sent to Customer with an Incident reference number once Customer logs an Incident in Service Provider’s service desk tool. Incident Priority. There are four Incident priorities as follows: Critical (P1), High (P2), Medium (P3), Low (P4). Incident Resolution. A work around or fix provided by Service Provider to remedy an Incident. Incident Response. The response provided to Customer by a Service Provider employee / team assigned to the Incident, following Incident acknowledgement and initial investigation. Interbank Network. Networks that facilitate payment transfer between entities. Examples include (non-exhaustively) BACS, SWIFT, SIC, euroSIC, SECOM, and Telekurs. Out of Hours support. Service provided by Service Provider outside the Service Desk hours. Corresponds to the additional support hours requested by Customer and agreed contractually with Service Provider to extend Service Desk Hours.
Incident Acknowledgement. FPG IT has established a timeframe for IT staff to acknowledge the ticket and make contact with client. Once a ticket is created, the ticket will be analyzed by FPG IT and will be considered Acknowledged and In Process when FPG IT has made direct contact with client. FPG IT will acknowledge tickets submitted online and via xxxxxxxxxxxxx@xxx.xxx and will attempt to make contact with the client within 4 business hours of ticket receipt. At this point FPG IT will provide the client with an estimated time at which he/she will be able to assist either remotely or in person. This estimated time can vary depending on the severity of the problem, which is clarified using the Priority field in KBOX. The three categories are: General, Important (Default), and Critical. • General: Refers to a request that has very limited impact on the client. It is intended for inquiries about technical information and general configuration, where the request is not actively causing a problem for the client. • Important: This is the default selection for the priority field. It is used for most issues reported and indicates that the client’s ability to perform their duties is negatively impacted by the issue reported in the ticket. • Critical: This selection should be used for problems that impact a large number of clients or for those that impact a VIP client significantly. After evaluating the situation, the FPG IT may upgrade or downgrade a ticket’s severity rating to accurately reflect the situation at hand. FPG IT has established a timeframe for IT staff to provide status updates and resolve the ticket with clients. FPG IT provides assistance during normal business hours, 8am to 5pm Monday through Friday. We do not provide support after hours or on weekends and holidays unless there is a critical incident. It is the goal of FPG IT to meet and exceed when possible, the level of services documented in this Service Level Agreement.
Incident Acknowledgement. Automated email response sent to Customer with an Incident reference number once Customer logs an Incident in Service Provider’s service desk tool. Incident Priority. There are four Incident priorities as follows: Critical (P1), High (P2), Medium (P3), Low (P4). Incident Resolution. A work around or fix provided by Service Provider to remedy an Incident. Incident Response. The response provided to Customer by a Service Provider employee / team assigned to the Incident, following Incident acknowledgement and initial investigation. Instant Payments. A payment method that allows for almost immediate transfer of funds between bank accounts, including but not limited to Swiss Instant Payments (SIC IP) and SEPA-Inst.
