Prioritisation and target times

Prioritisation

The priority given to an incident will determine how quickly it is scheduled for resolution and is set depending upon a combination of the severity and impact. All requests are important to customers, but those that affect large groups of personnel or mission critical functions need to be addressed before those affecting 1 or 2 people.

Priority Level

Description

Urgent

An incident causing an extremely serious impact to the business as a result of the system(s)/service(s) affected and/or the number of people affected by the incident. e.g. A complete loss of the customer’s service or the impacted business function is halted completely

High

An incident causing significant impact to the business as a result of the system(s)/service(s) affected and/or the number of people affected by the incident e.g. significant loss of customer’s service but the impacted business function is not halted

Normal

An incident which affects the customer’s service but has a small impact to the business e.g. single user or component affected but the trouble can be circumvented

Low

Incidents that have a negligible impact to the business, requests or enquiries for information purposes only

Does the Incident cause a work stoppage for the user or do they have other means of performing their job?  An example would be a broken link on a web page but if there is another way to navigate to the desired page, the severity would be low because the user can still perform the needed function.

The Incident may create a work stoppage for only one person but the impact is far greater because it is a critical function. An example of this scenario would be the person processing payroll having an issue which prevents the payroll from processing. The impact affects many more personnel than just the user.

Target Times

Incident support for existing services is provided 08:30–17:30 Monday–Friday, excluding English public holidays unless agreed otherwise. Following are the current targets for response and resolution for incidents based upon priority.

Working Hours

Priority Level

Incident Logged

First Response Time

Periodic Update

Urgent

Immediately

15 minutes

30 minutes

High

1 hour

Normal

2 hours

Low

As available

Non-Working Hours

The Non-Working Hours service is standard for direct Cultrix customers but is subject to White Label Partners having an active Moneypenny or equivalent service in place.

Priority Level

Incident Logged

First Response Time

Periodic Update

Urgent

Immediately

15 minutes

30 minutes

High

1 hour

Normal

Handled in Working-Hours, ticket will be treated as if they were raised at 08:30 on the next working day.

Low

Important Notes

  • Urgent and High priority Incidents must be logged by phone call in Non-Working Hours if a response is required within Non-Working Hours; incidents logged by other means will be responded to within Working Hours.
  • Normal and low priority Incidents logged by phone call during Non-Working Hours will still be recorded but will not be handled until the next set of Working Hours.
  • Where the customer is not a direct Cultrix customer (White Label) and the partner does not have a Moneypenny or equivalent service in place, phone calls will be taken by an automated answering machine and will not be handled until the next set of Working Hours regardless of priority.
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