Incidents and service requests. Non-production environment incidents are considered priority 3 or 4, dictated by circumstances and will be prioritized and scheduled similar to production service requests.
Incidents and service requests. (a) All Incidents and Service Requests are categorised by Severity. Severity levels are defined as follows:
(i) Severe – all functions of the Service are not available.
(ii) Major – at least one major functions of the Service are not available.
(iii) Minor – at least one minor function of the Service is not available.
(iv) Low – generally reserved for enquires related to the Service.
(b) Service Requests and Incidents are prioritised by us on a reasonable basis, with every Incident or Service Request receiving a Severity categorisation. We will, however, have regard to any request by you for a change in priority.
Incidents and service requests. 3.1. Aptum shall respond to incidents and Customer’s Service requests in accordance with term of the applicable Service Documentation (e.g.: Managed Application Platform Service Guide).
3.2. When a ticket is raised by the Customer, or when Aptum becomes aware of issues subject to the Services, Aptum shall provide the Customer with incident response and resolution support for resolving performance issues of Platform Components. Incident responses will be managed in accordance with the runbook provided to Aptum by the Customer.
3.3. The time for Aptum to respond and resolve report ticket issues will count towards the total number of hours allocated to the Customer under the Services as indicated in the Service Order.
Incidents and service requests. Ticket Creation and Prioritization Two types of tickets may be created by contacting the DIT Service Desk. An Incident is any disruption of service. A Service Request is a request for information or a request for a new service or to change an existing service. Customers may open an Incident or a Service Request ticket by calling or initiating an email to the DIT Service Desk. It is important to note that tickets received via email are categorized as a low priority. Therefore, any critical or high Incident or Service Request should be initiated by calling the DIT Service Desk. If a critical or high Incident or Service Request is initiated by e-mail, it must be followed up with a telephone call to the Service Desk to ensure proper prioritization. Failure to call may result in a low priority ticket. When sending an email, summarize the nature of the Incident or Service Request in the Subject field. Upon ticket creation, the customer will automatically be emailed a Receipt Confirmation with the ticket or reference number. This confirmation notes that the Incident or Service Request has been logged at the DIT Service Desk and that it is being assigned to a work group. Customers are responsible for ensuring their email address is provided to the DIT Service Desk for update and resolution notification purposes. The DIT Service Desk assigns a Priority to every initiated Incident or Service Request. The DIT Prioritization Model is used to ensure a consistent approach to define the sequence for a ticket to be handled and to drive the assignment of resources. The Priority assigned to a ticket depends upon: • The Impact on the business: size, scope and complexity of the Incident • The Urgency to the business: time within which resolution is required Incident Target Resolution Times The Incident Target Resolution Time is the total time from ticket creation to Incident resolution (restoration of service to the user). Service may be restored either through a workaround or a permanent solution. DIT is committed to resolve ninety percent (90%) of Incidents within the time frame specified for each Priority. The following chart shows the target resolution times by Priority after the initial assessment/assignment of an Incident by the Service Desk. DIT has a Change Management Process with the goal of protecting the shared environment of the State’s infrastructure from unintended impacts as a result of Changes made to the various systems, applications, and equipment operating ...
