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<br />Confidential and Proprietary - Univerus Inc. Page 23 of 26 <br /> <br />Call Priorities <br />To provide consistency to all Customer’s and ensure focus on the most critical items, our Customer Success team <br />categorizes tickets using a 4 category priority ranking: <br />o 1 – Critical <br />o 2 - High <br />o 3 – Medium <br />o 4- Low <br /> <br />The criteria used to establish a call priority are as follows: <br />Priority Level Description Description <br />1 Critical Mission critical Customer business process(s) unable to function. <br />The System is not functioning and there is no workaround that is acceptable to the <br />Customer, thereby preventing a department or workgroup from performing a mission <br />critical business function(s). <br /> <br />• System Down (Software Application, Hardware, Operating System, Database) <br />• Program errors without workarounds <br />• Error messages preventing data integration and update <br />• Performance issues of severe nature impacting critical processes <br />• Security Issues <br /> <br />Note: in most cases issues affecting a test environment only will not be considered P1 <br /> <br />2 High Significant impact to Mission critical Customer business process(s) <br />A major problem impedes the ability to perform mission critical business <br />function(s) due to major functionality not working. A temporary work - around that is <br />acceptable to the Customer is available. <br /> <br />• System errors that have workarounds <br />• Calculation errors impacting less than one-third of records <br />• Report calculation issues <br />• Performance issues not impacting critical processes <br />• Workstation connectivity issues (Workstation specific) <br /> <br />3 Medium Minor function(s) not working causing non-critical work to back up <br />• Training questions, how to, or implementation of new processes <br />• Usability Issues <br />• Issues where a workaround is available for a large majority of cases <br /> <br />4 Low Inconvenience <br />The System is causing a minor disruption in the way tasks are performed, but does not <br />stop workflow. Able to accomplish all functions, but not as efficiently as normal. May <br />include cosmetic Issues. <br /> <br />• Aesthetic issues <br />• Questions on documentation <br /> <br />