Service Requests are prioritised as shown below.
- Priority 1-2 will only be applicable for Incidents on Production* systems.
- Priority 3 will apply to incidents & information requests
- All other Support request types will be assigned priority 4
|
Priority |
Description |
Supported Hours |
Response Time |
|
1 - Urgent |
The Product is unavailable, or a major function is not working, making the Product unusable. No workaround available. |
24/7/365 |
2 Working Hours ** |
|
2 - High |
The functionality or availability of one or more core features of the Product is either interrupted or materially degraded. |
09h00 - 17h00 UK Time Zone UK Business Days |
4 Working Hours ** |
|
3 - Normal |
Issue causing a partial or non-critical loss of functionality with the Product; Issues occurring on a non-production system; Requests for Information e.g. 'How to...', Documentation, etc. |
1 Business Day | |
|
4 - Low |
Support Requests including Product Improvement and New Feature Requests. |
5 Business Days |
* "Production" is defined as an instance of Ripjar software actively used by the Customer's business users It does not include testing systems, or production staging systems or environments.
** Unless otherwise agreed, Working Hours are defined as 09h00 - 17h00 UK Time Zone, during UK Business Days.
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