The following timers and matrix will be applied to tickets depending on the support package they have been assigned, every time the requester (customer opening a ticket within this portal) creates a new ticket.
All tickets will always be subject to triage by our Technical Support team to better understand their impact and adjust Severity/Priority when necessary.
Severity Definitions: Ticket severity, as defined within our service level agreement (SLA), indicates the impact of the reported issue.
Severity 1: The Telecom Platform is completely down, inoperable, or inaccessible. Most users/devices are impacted, and the feature/function inoperability completely affects business operations.
Severity 2: A Major feature or function of the Telecoms Platform is inoperable or not functioning, causing a high to moderate impact on the customers' operations. A larger to medium portion of the users/devices are impacted. The feature/function impacted prevents you from normally running the operations.
Severity 3: A feature or function of the Telecoms Platform is inoperable or not functioning as per design but has a low impact on the customers' operations. A medium to small portion of the users/devices are impacted.
Service Request: A request that is part of daily customer operations, such as creating, updating, or deleting records/devices, validating device behavior, and normal account activities that occur as part of the operation and usage of the Telecommunications Platform.
Timers:
First reply time: The time between the first customer comment and the first public comment from an agent, displayed in minutes.
Periodic updates (Premium ONLY): The time between each public comment, displayed in minutes.
Target resolution time: This is the target time to resolve a ticket, including all statuses.
Clock and Support Hours:
Clock Hour: This means any continuous period of 60 minutes, whether or not it falls within support hours.
Standard Support Hours: The hours during which support is available as specified on the Contract Front Sheet on the Standard Support Days.
SLA Matrix (Severity + Reply time) assigned to each Support Ticket:
1. Premium Support
|
PREMIUM - First reply time |
||||
|---|---|---|---|---|
|
Severity/Priority |
Urgent (P1) |
High (P2) |
Normal (P3) |
Low (P4) |
|
Severity 1 |
45 Minutes |
|
|
|
|
Severity 2 |
|
2 Clock Hour |
|
|
|
Severity 3 |
|
|
4 Standard Support Hours |
|
|
Service Request |
|
|
|
4 Standard Support Hours |
|
PREMIUM - Periodic updates |
||||
|---|---|---|---|---|
|
Severity/Priority |
Urgent (P1) |
High (P2) |
Normal (P3) |
Low (P4) |
|
Severity 1 |
45 minutes |
|
|
|
|
Severity 2 |
|
1 Clock Hour |
|
|
|
Severity 3 |
|
|
12 Standard Support Hours |
|
|
Service Request |
|
|
|
12 Standard Support Hours |
|
PREMIUM - Target resolution time |
||||
|---|---|---|---|---|
|
Severity/Priority |
Urgent (P1) |
High (P2) |
Normal (P3) |
Low (P4) |
|
Severity 1 |
4 Clock Hours |
|
|
|
|
Severity 2 |
|
8 Clock Hours |
|
|
|
Severity 3 |
|
|
48 Standard Support Hours |
|
|
Service Request |
|
|
|
48 Standard Support Hours |
2. Advanced Support
|
ADVANCED SUPPORT - First reply times |
||||
|---|---|---|---|---|
|
Severity/Priority |
Urgent (P1) |
High (P2) |
Normal (P3) |
Low (P4) |
|
Severity 1 |
2 Clock Hours |
|
|
|
|
Severity 2 |
|
2 Standard Support Hours |
|
|
|
Severity 3 |
|
|
8 Standard Support Hours |
|
|
Service Request |
|
|
|
8 Standard Support Hours |
|
ADVANCED SUPPORT - Target resolution time |
||||
|---|---|---|---|---|
|
Severity/Priority |
Urgent (P1) |
High (P2) |
Normal (P3) |
Low (P4) |
|
Severity 1 |
8 Clock Hours |
|
|
|
|
Severity 2 |
|
24 Standard Support Hours |
|
|
|
Severity 3 |
|
|
96 Standard Support Hours |
|
|
Service Request |
|
|
|
168 Standard Support Hours |
3. Basic Support
|
BASIC SUPPORT - First reply times |
||||
|---|---|---|---|---|
|
Severity/Priority |
Urgent (P1) |
High (P2) |
Normal (P3) |
Low (P4) |
|
Severity 1 |
6 Standard Support Hours |
|
|
|
|
Severity 2 |
|
96 Standard Support Hours |
|
|
|
Severity 3 |
|
|
96 Standard Support Hours |
|
|
Service Request |
|
|
|
96 Standard Support Hours |
|
BASIC SUPPORT - Target resolution time |
||||
|---|---|---|---|---|
|
Severity/Priority |
Urgent (P1) |
High (P2) |
Normal (P3) |
Low (P4) |
|
Severity 1 |
24 Clock Hours |
|
|
|
|
Severity 2 |
|
168 Standard Support Hours |
|
|
|
Severity 3 |
|
|
168 Standard Support Hours |
|
|
Service Request |
|
|
|
168 Standard Support Hours |
Comments
Article is closed for comments.