Service Levels You Can Measure
Each customer agreement can define support hours, ticket priorities, initial response targets, escalation procedures, communication requirements, support scope, and exclusions.
Exact service targets are established within each customer agreement.
Priority 1 - Critical
Example: Major business interruption affecting multiple users or essential operations.
Priority 3 - Normal
Example: Standard technical issue affecting normal productivity.
Priority 2 - High
Example: Significant problem affecting an individual or department with limited workaround.
Priority 4 - Request
Example: General service request, account change, software installation, or administrative request.