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| === Ticket Priorities and Alerts=== | | === Ticket priorities and our response times=== |
| Below are the list of priorities which are found under the '''"Status & Schedule"''' section of the ticket. Each priority determines the sense of urgency in resolving a ticket. | | Below are the list of priorities which are found under the '''"Status & Schedule"''' section of the ticket. Each priority determines the sense of urgency in resolving a ticket. We may change the priority you put on a ticket |
| {| class="wikitable" | | {| class="wikitable" |
| |
| |
| | colspan="6" rowspan="1" |'''Automated'''
| |
| | colspan="2" rowspan="1" |'''Manual'''
| |
| |- | | |- |
| !'''Priority''' | | !'''Priority''' |
| !'''Default Due Date''' | | !'''Default Due Date''' |
| !'''Alert Level''' | | !We will assign the ticket within... |
| !'''Not Assigned'''
| | !We will be in touch within... |
| !'''Not Updated'''
| |
| !'''Not Completed'''
| |
| !'''Alert Repeat Interval'''
| |
| !'''Reponse after Client note'''
| |
| !'''How often do you update ticket?''' | |
| |- | | |- |
| ! rowspan="3" |'''Low''' | | !'''Low''' |
| | rowspan="3" |3 months
| | |3 months |
| |1 | | |one day |
| |1 day
| | |one week |
| |1 month (before due) | |
| |1 week (before due)
| |
| | rowspan="3" |5 days
| |
| | rowspan="3" |1 day
| |
| | rowspan="3" |2 weeks
| |
| |- | | |- |
| |2
| | !'''Medium''' |
| |1 day | | |5 days |
| |2 weeks (before due) | | |one hour |
| |due date | | |one day |
| |- | | |- |
| |3
| | !'''High''' |
| |1 day | | |1 day |
| |1 weeks (before due) | | |half hour |
| |1 week (after due)
| | |half hour |
| |-
| |
| ! rowspan="3" |'''Medium'''
| |
| | rowspan="3" |5 days
| |
| |1
| |
| |1 hour
| |
| |1 day (after created)
| |
| |1 day (before due)
| |
| | rowspan="3" |1 day
| |
| | rowspan="3" |4 hours
| |
| | rowspan="3" |3 days
| |
| |-
| |
| |2
| |
| |2 hours
| |
| |2 days (after created)
| |
| |due date
| |
| |-
| |
| |3
| |
| |3 hours
| |
| |3 days (after created)
| |
| |1 day (after due)
| |
| |-
| |
| ! rowspan="3" |'''High'''
| |
| | rowspan="3" |1 day
| |
| |1
| |
| |30 mins
| |
| |30 mins (after created)
| |
| |1 hour (before due)
| |
| | rowspan="3" |1 hour | |
| | rowspan="3" |1 hour
| |
| | rowspan="3" |Discretion
| |
| |-
| |
| |2
| |
| |1 hour
| |
| |1 hour (after created)
| |
| |due date
| |
| |-
| |
| |3
| |
| |1.5 hours
| |
| |1.5 hours (after created)
| |
| |1 hour (after due)
| |
| |-
| |
| ! rowspan="3" |'''Critical'''
| |
| | rowspan="3" |5 mins
| |
| |1
| |
| |1 mins
| |
| |5 mins (after created)
| |
| |1 min (before due)
| |
| | rowspan="3" |15 mins
| |
| | rowspan="3" |Discretion
| |
| | rowspan="3" |Discretion
| |
| |-
| |
| |2
| |
| |2 mins
| |
| |5 mins (after created)
| |
| |due date
| |
| |- | | |- |
| |3
| | !'''Critical''' |
| |3 mins | | |5 mins |
| |5 mins (after created) | | |a minute or so |
| |5 min (after due) | | |5 minutes |
| |} | | |} |
| ; | | ; |