IT&G aim is to respond to all customer cases within 24 hours. An incident ticket is assigned a priority number based on the nature of the issue:
P1 – CRITICAL
- Complete loss of service
- Initial Contact: < 4 hours
- Status Update: 4 hours
- Management Escalation: Immediate
P2 – HIGH
- Service degradation, such as slow performance
- Initial Contact: < 12 hours
- Status Update: 12 hours
- Management Escalation: 12 hours
P3 – LOW
- Errors that does not prevent the End-User from accessing a significant feature of the service or a request for information.
- Initial Contact: < 48 hours
- Status Update: 4 business days
- Management Escalation: 5 business days
Initial response is defined to be the first contact by a Support Engineer after the incident has been logged and a ticket generated. A status update will be communicated to the customer if the incident cannot be resolved immediately. A final follow-up with the customer occurs on the resolution date. The ticket will remain open until confirmation is received that the customer is satisfied with the resolution.
End-User acknowledges that not all P3 problems will require a workaround. IT&G may, in its reasonable discretion, respond to a P3 problem by making the Error a feature request.
For P1 and P2 incidents, End-User shall initiate contact with IT&G Support via telephone and indicate the probable category of the incident. For P3 incidents, End-User may email or telephone IT&G.