INCIDENT PRIORITY. Each new Incident will be assigned a priority level by the Service Desk based on the following definitions. These levels allow us to prioritise resources and escalate where appropriate. Priority Description
INCIDENT PRIORITY. Incident priority for a defect is determined using the guidelines below. Priority Definition P1 Any defect that causes an instance not to be Available. P2 Any defect that causes a critical function to fail. P3 Any defect that significantly impedes work or progress. P4 Any defect that does not significantly impede work or progress.
INCIDENT PRIORITY. In the interest of efficiently allocating NetSuite’s support resources, NetSuite will prioritize the urgency of support requests and inquiries according to the following criteria guidelines (each, an “Incident Priority”)
INCIDENT PRIORITY. At the time of response, AT staff will determine the priority classification based on severity of technical problems and begin problem resolution within the following guidelines: Priority 1: Loss of access to the LMS system-usually considered a critical issue caused by technical problems with the LMS system, user accounts or enrollments into the LMS course sites Priority 2: Technical issues with accessing course content-often times a lack of content access is due to technical issues or requires some user training to properly access Priority 3: Other Customer technical and training /use questions Incident Resolution: Incident resolution is the provision of a solution or work-around that returns a client back to effective use of an AT service. Based on the established priority, AT staff will endeavor to resolve the incident according to established goals: Priority 1-Loss of access to system: try to resolve as quickly as possible with full resolution within 24 hours or provide estimated repair timeframe for more sever technical problem resolution Priority 2-Technical issues with accessing course content: try to resolve as quickly as possible with full resolution within 48 hours or provide estimated repair timeframe for more sever technical problem resolution Priority 3-Other Customer technical questions: try to initially respond within 24 hours and resolve as quickly as possible with full resolution within 48 hours or provide estimated repair timeframe for more sever technical problem resolution.
INCIDENT PRIORITY. Incident priority for a defect is determined using the guidelines below.
INCIDENT PRIORITY. Incident Priority is calculated based on the Impact and Urgency of the incident where the following applies:
INCIDENT PRIORITY. Level 1 – Critical There is significant business or financial risk. The majority of users cannot perform their jobs. There is no acceptable work around.
INCIDENT PRIORITY. WCI –SG will assume that all requests must be resolved on the day submitted, subject to a 4:00 p.m., E.S.T. cut-off (per Section 3).
