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 |
Service Requests and Information Requests, or Incidents that have a negligible impact to the business. |
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 updates for incidents based upon priority. Service Requests and Information Requests are classed as Low. SLAs progress only during the business hours quoted above, they are paused at the end of the working day and resume the next working day.
Working Hours
|
Priority Level |
Incident Logged |
First Response Time |
Periodic Update* |
|---|---|---|---|
|
Urgent |
Immediately |
30 minutes |
2 hours |
|
High |
1 hour |
4 hour |
|
|
Normal |
4 hours |
8 hours |
|
|
Low |
8 hours |
16 hours |
* the update SLA is paused when the ticket is pending (waiting on a customer reply) or on-hold (waiting on a third-party or partner reply).
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. As we are not a 24/7 provider, we cannot guarantee these SLAs but we aim to meet them whenever possible.
|
Priority Level |
Incident Logged |
First Response Time |
Periodic Update |
|---|---|---|---|
|
Urgent |
Immediately |
2 hours |
4 hours |
|
High |
|||
|
Normal |
Handled in Working-Hours, ticket will be treated as if they were raised at 08:30 on the next working day. |
||
|
Low |
|||
Where a 24/7 call answering service is not in place, the following applies:
|
Priority Level |
Incident Logged |
First Response Time |
Periodic Update |
|---|---|---|---|
|
Urgent |
Handled in Working-Hours, ticket will be treated as if they were raised at 08:30 on the next working day. |
||
|
High |
|||
|
Normal |
|||
|
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.
Comments