- Password Issues
Key Deliverables – "Low" tickets will be serviced as general issues during normal business hours until the "Low" condition has been resolved. These issues will generally be resolved within 5 working days.
Key Deliverables – Normal priority tickets is important for staff performance, but staff can continue to work while the ticket is being resolved. These tickets will be worked during normal business hours and will be resolved in 1 working day.
Key Deliverables – High Priority tickets will be serviced as critical during normal business hours, Rapid resolution will be provided using best effort. Priority High service delivery requires that System access or system information is available during normal business hours. High Priority tickets will be responded to within 2
Key Deliverables – Emergency priority service involves reacting to the emergency situation by immediately providing an appropriate resource. Emergency tickets will be serviced on a continual effort basis until the emergency condition has been resolved. Emergency priority tickets well get immediate response and will take president over other tickets.
** This is only to be used in cases that affect the entire Node. **
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