Response and Resolution Times
The following table shows the targets of response and resolution times for each priority level:
| PRIORITY | COLOR CODE |
| Not Assigned Tickets - this is the default, and the ticket has not been assigned yet. | Purple |
| Priority 1 - Critical (Emergency) | RED |
| Priority 2 - Urgent | Orange |
| Priority 3 - Normal | Cyan |
| Priority 4 - New Setup | Green |
Events and Priority
| EVENTS | Priority |
|---|---|
|
A severity one issue is a catastrophic production problem which may severely affect the Client's production systems, or in which Client's production systems are down or not functioning: loss of production data and no procedural work around. By way of example, server down, Internet outage or company-wide outage are P1 events.
|
P1 [red] Critical |
| A severity two issue is a medium-to-low impact problem, which involves partial non-critical functionality loss. One which impairs some operations but allows the Client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the Client's operation and issues in which there is an easy circumvention or avoidance by the end user. This includes documentation errors. |
P2 [orange] Non-Critical |
|
A severity three issue is for a general usage question, general user requests or planned program installation/maintenance. There is little impact on the quality, performance or functionality of the system.
|
P3 [cyan] Normal |
|
Default Priority is Not Assigned. New tickets are not assigned will be purple color and need to take action. |
P4 [Purple] |
Response Times
| Service Level Features | RemoteCARE Support Plan (Essential) | TotalCARE or CloudCARE Support Plan |
| Phone/e-mail/web response time for any new P1 issue | Within 1-4 hours | Within 15 mins - 2 hours |
|
Phone/e-mail/web response time for any new P2 issue
|
Within 2-6 hours | Within 1-4 hours |
|
Onsite response time for any new P1 issue
|
Within 12 hours | Within 6 hours |
|
Phone/e-mail response time for any new P3 issue
|
Within 4-8 hours | Within 2-6 hours |
Issue priorities, service tiers and escalation thresholds
The following details and describes the Support Tier levels:
| Support Tier | Description |
| Tier 1 Support | All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. |
|
Tier 2 Support
|
All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. |
|
Tier 3 Support
|
Support incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with third Party (Vendor) Support Engineers to resolve the most complex issues. |
End of Document