Ticket Priority Levels Clause Samples
The Ticket Priority Levels clause defines how support or service requests are categorized based on their urgency or impact. Typically, it establishes several priority tiers—such as critical, high, medium, and low—each with corresponding response and resolution timeframes. For example, a critical issue might require immediate attention, while a low-priority request could be addressed within several days. This clause ensures that resources are allocated efficiently and that the most pressing issues are resolved first, thereby managing client expectations and improving service delivery.
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. 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.
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.