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Support Ticket Priority Levels

PRIORITY LEVELS | SEVERITY DEFINITIONS


Urgent

Total service failure (e.g., message indexing loss or complete unavailability of management system, browsing capabilities not functioning for all accounts on a stack).

example: multiple reports around the same time from customers on the same stack (*.archivehub.com) unable to access the application or getting missing email search results across all searches.

High

Significant reduction in system performance experienced or unavailability of a specific business critical function for all accounts on a stack -  substantial message indexing loss or unavailability of the archive system for an account or series of accounts (stack specific or across all stacks)

example:  A single customer is reporting large gaps of missing emails in the search application across multiple searches.  

example: Customer under legal discovery needs to get export data by End of Business Day but the application is saying export failed and to Contact Support.

 

Normal

 Failure of one or more system functions making use of the systems difficult (e.g., service still running and operational, but not to full capacity at an account level or cross stack).

example:  Collections didn't run last couple nights and my Journal mailbox is getting big.  

 

Low

A problem which is outside of the expected operation of the service but causes only minor inconvenience to the user, requests for information, service requests or requests for enhancements.

example:  I can't edit one of my Search Lists but I can recreate a new one from scratch. Unable to use MyArchive Outlook integration (but using the URL in a browser works)

 

 

External Response and Resolution Times

Severity Level

Support Cover

Response Time

Target Workaround or Resolution

Urgent

24/7/365

1 hour or less

< 6 hours

High

24/7/365

4 hours or less

(business hours)

< 24 hours

Normal

24/7/365

4 hours or less (business hours)

< 5 business days

Low

Normal Business Hours

Next business day

< 7 days

 
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