Priority is defined as the customer-designated level of importance and is used as a weighting factor when defining the severity level of an incident. Severity is defined as the impact an issue has on the customer’s ability to conduct business.

Service Level

Definition

Service Level Targets

Prod Down

Severe impact with loss of core functionality.

 

  • Average hold time < 5 minutes, 24/7.
  • Average outage duration from time of contact with Technical Support is less than 30 minutes for software related cases.
  • Average root cause analysis determined in less than 7 business days from the time all necessary troubleshooting information is provided.
  • Average fix or work-around available 7 days after determination of root cause.

 

High Priority

The Customer is able to run the system, but the issue being reported severely impacts the overall "usability" of the system.

 

  • Average hold time < 10 minutes during business hours.
  • Average root cause analysis determined in less than 9 business days from the time all necessary troubleshooting information is provided.
  • Fix or work-around available in a future SU.

 

Medium Priority

The reported problem impedes the use of nonessential functions in the system.

 

  • Average hold time < 10 minutes during business hours.
  • Average root cause analysis determined in less than 12 business days from the time all necessary troubleshooting information is provided.
  • Fix or work-around available in a future SU.

 

Low Priority

The reported problem has limited impact on nonessential functions, is a cosmetic-related problem, or documentation error.

 

  • Average hold time < 10 minutes during business hours.
  • Average root cause analysis determined in less than 15 business days from the time all necessary troubleshooting information is provided.
  • Fix or work-around available in a future SU.

 

Emergency Support Calls

Definition of an Emergency Support Situation

  • The primary IC server is not running or is providing no dial tone.

For sites with a switchover pair, any site running without the backup IC server for any reason other than scheduled maintenance.

  • A site is unable to perform its core mission.
  • Emergency support issues include the following examples, but are not limited to them:
    1. The customer is a Call Center whose business model is to make outbound calls. They are unable to make any outbound calls and there is no workaround. This would qualify as an emergency.
    2. The customer is an IVR only installation and the users are unable to maneuver around the IVR making it impossible to process call. This would qualify as an emergency.
    3. A site only processes emails and there is an inability to successfully queue any emails. This would qualify as an emergency.