Support Triage
Submitted tickets will be accessed within our analysis regarding urgency and business impact and this may result in an adjustment of the priority. Adjustment of the priority does not mean lowering the attention towards the reported issue and we will try to resolve the reported issue as soon as possible.
Priority SLA time
Priority | Severity | Standard | Premium |
|---|---|---|---|
Priority 1 | Show-stopper | 3 Business Days | 1 Business Day |
Priority 2 | Critical | 5 Business Days | 3 Business Days |
Priority 3 | Major | 30 Business Days | 30 Business Days |
Priority 4 | Normal | 60 Business Days | 60 Business Days |
Priority Description
Priority 1 | INCIDENT Show-stopper | Show-stopper signifies an URGENT issue. Example: Infra failure / Show-stopper bugs. All USERS are prevented from using the SOFTWARE, the software is not functional or there is a direct impact on safety or the environment. CENOSCO is obligated to take immediate action to resolve the Show-stopper. All other work is set on hold until the issue is resolved. DISCLAIMER - Please do not abuse the Show-stopper functionality as that means the work on other issues will be delayed due to the urgent work on a show-stopper. |
Priority 2 | Critical | Critical INCIDENT signifies a critical issue or failure of functionality. One or more essential functionalities of the SOFTWARE cannot be used at all, impacting the ability of the business to execute work for a larger group of USERS. Although USERS are still able to use the SOFTWARE in general, the reported functionality use is severely restricted. No workaround is available. This is the highest priority for tickets outside of serious Software failure. |
Priority 3 | Major | Major INCIDENT signifies major degradation in functionality. Although USERS can use the SOFTWARE, the available functionalities are restricted. This restriction does not seriously or drastically affect the operation of the SOFTWARE. USERS can use the SOFTWARE but may have to use workarounds to access the full functionality. |
Priority 4 | Normal | Normal INCIDENT. USER can use the system but experience some interruption, or defects, or a workaround is available. User questions or any issue regarding the SOFTWARE where the Customer or a USER has queries or needs advice. |
