Customers receiving our Managed Service are subject to the following ticket priorities and severities, as defined in the Support Portal.
Support Portal Ticket Types | Support Portal Priority Levels | Definition |
|---|---|---|
Incident | Critical | Business-critical situation. A critical function of the application is unavailable. |
High | Major business impact. An important application function is unavailable. | |
Medium | A key function of the application is impaired or performing poorly. | |
Low | A non-critical function of the application is malfunctioning, or a time-sensitive development inquiry is raised. | |
All other types (non-incident) | N/A | General development inquiries or feature requests. |
If the service type is ‘MSP’, the target response times by Support Portal priority level are as follows.
Priority Levels | Standard Plan | Premium Plan | ||||
|---|---|---|---|---|---|---|
| Response Time | Resolution Time | Compliance Rate | Response Time | Resolution Time | Compliance Rate | |
Critical | 30 minutes | 12 hours | 85% | 15 minutes | 4 hours | 95% |
High | 1 hours | 24 hours | 1 hours | 8 hours | ||
Medium | 2 hours | 5 days | 2 hours | 24 hours | ||
Low | 4 hours | 4 hours | 48 hours | |||
If the service type is one of ‘IBM’, ‘AWS’, or ‘Azure’, the target response times by Support Portal priority level are as follows.
Ticket Types | Priority Levels | Response Time |
|---|---|---|
Incident | Critical | 15 minutes |
High | 1 hours | |
Medium | 4 hours | |
Low | 12 hours | |
All other types (non-incident) | N/A | 24 hours |