Ticket Priority Levels. Priority levels are defined as:
a) Priority 1 – P1 [Blocker] = Total disruption of service for majority of staff. Staff are unable to access the software or unable to perform significant business operations.
Ticket Priority Levels. Priority levels are defined as:
a) Priority 1 (P1) [Blocker] = Total disruption of service for majority of staff. Staff are unable to access the software or are unable to perform significant business operations.
b) Priority 2 (P2) [Critical] = Partial system outage effecting portion of the application and significant staff group. Significantly affecting functionality in critical areas such that no viable workaround is available.
c) Priority 3 (P3) [Low] = Unable to perform some common business operation. Standard usage issue such that user functionality is disrupted, but a workaround is present.
d) Priority 4 (P4) = System advice or enquiry. Low level issue not causing operational problem.
Ticket Priority Levels. Ticket priorities are assigned based on the technical importance of the problem related to the Customer’s implementation of DivvyCloud’s software. ● P1 = Licensed Software is completely inaccessible or the majority of its functionality is unusable. ● P2 = One or more key features of Licensed Software are unusable. ● P3 = Any other case where a Licensed Software feature is not operating as documented. ● P4 = Requests for changes in the way that Licensed Software works, or requests for new features in Licensed Software.
