Service Prioritization. Where the Agreement stipulates “Priorities” for certain Support Services, the following classification applies: - Critical: Business-critical processes are degraded, e.g. processes of high importance or which are time- critical cannot be executed. There is no possibility to work around the problem; normal work is generally not possible. - Major: Important functions are impaired, e.g. important processes can only be executed by employing complicated work-around solutions; Software operations are substantially degraded. - Normal: Individual, less important functions are unavailable or important functions can only be started by employing work-around solutions; a problem which only affects an individual module or function which the Customer does not require continuously or for which there is no material need. The System functionality is otherwise unimpaired, or at least not substantially degraded.
Service Prioritization. FCDC follows a Service Prioritization Method by assessing the situation for specific criteria, identifying the corresponding priority, and acting accordingly. The Help Desk determines the initial prioritization of issues/requests by urgency and impact to ensure appropriate response time. The FCDC prioritization outline is below: Priority Criteria Response Priority 5 (LOWEST) Standard Service Request • There is no negative impact on the business or services. • Standard, repeatable requests (e.g., user management) • Low effort maintenance or enhancement requests • A method for intaking larger requests that may turn into a project but require additional information and understanding • FCDC Staff member will be assigned and contact the requestor as an acknowledgment of the request • FCDC will work with the requestor to establish an agreed service delivery schedule or next steps
