Our team uses the following definitions to define the priority of a ticket:
Support Business Hours (8:00 AM to 6:00 PM Pacific Time)
|
Package
|
Standard Support (included) |
Managed Services
|
|
Guaranteed Response time (non incident) |
|
|
|
Support Agent Resources |
Shared |
Dedicated |
Orderful reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect.If the priority level is not set by the customer, the ticket will default to Low.
Example tickets for each status:
→ URGENT
-
Major business disruption
-
A connectivity failure to one of the trading partners has led to failed document(s) to and from the trading partner failing.
-
Multiple priority document failures (856 or 850) to a single trading partner.
→ High
- Business disruption but workarounds exist
-
A priority document (such as 856 or 850) is missing or has an error.
-
Multiple non business-critical documents have errors because of a bug in the rules-engine or guidelines.
→ Medium
- Non business critical documents are missing or have errors
-
Trading partner has requested a change in guideline.
→ LOW
-
General questions, training requests or other non critical requests.
-
Connectivity migration.