Case priority is based on the following Service-Level Agreement (SLA). - Critical - Issue is severe and requires immediate resolution. A critical issue is one where there is a complete work stoppage, or the loss of multiple essential system functions for all users.
- Resolution - 1 day or less.
- High - A high priority issue is one where there is a repeated, consistent failure of essential functionality affecting more than one user, or the loss or corruption of data. Your system is operational, but an essential piece of functionality is not working.
- Resolution - 10 days or less.
- Medium - Issue is non-severe.
- Resolution - 30 days or less.
- Non-critical - Issue is a lower priority and you will work with support as time permits.
- Resolution - 60 days or less.
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