Incident Priorities
Incident tickets are categorised according to “priority,” which considers the overall impact the customer is experiencing. The incident ticket priority should be based on the guidelines as shown in the table below.
| Priority | Criteria (Reseller) | Criteria (Aggregation) | Criteria (End-User) |
|---|---|---|---|
| Low (S4) | Issue affecting single end-user / single protected device. | All queries about product functionality, when ZVR is not impacted. | Issue affecting a single protected device. |
| Medium (S3) | Issue affecting single end-user / multiple protected devices. | A mild, non-critical impact. A limited condition is occurring, however, it can be readily circumvented with a workaround. | Issue affecting multiple protected devices. |
| High (S2) | Issue affecting multiple end-users / protected devices. | A partial failure or degradation where ZVR is not at full strength, but replication is available. Productivity is partially impacted. Recovery is possible, however, RPO or RTO is not meeting SLA. | Issue affecting ALL protected devices. Recovery unavailable. |
| Urgent (S1) | Issue affecting ALL end-users / protected devices. | A severe issue or degradation preventing protection from an existing production environment. | Total service outage. Recovery unavailable. |
Note. If a ticket is raised by email the priority will default to Low unless the supplied information contains enough detail to classify the ticket using the table above.
Out of Hours Support
Out of Hours is defined as any time outside Monday to Friday 9am to 5pm GMT/BST including UK bank holidays.
Out of Hours Support will only be provided for Urgent (S1) tickets.
Service Request Priority
All service request tickets will be assigned a Low priority. However this can be adjusted if the service request could impact the performance or protection capability related to the request.
Question Priority
All question tickets will be assigned a Low priority.
Priority SLA Matrix (Reseller / End-User)
| Priority | Initial Response |
|---|---|
| Urgent (S1) | 1 hour |
| High (S2) | 2 hours |
| Medium (S3) | 4 hours |
| Low (S4) | 1 day |
* If a ticket is escalated to the associated vendor the initial response may vary based on vendors own SLA.
Priority SLA Matrix (Aggregation)
| Priority | Initial Response |
|---|---|
| Urgent (S1) | 1 hour |
| High (S2) | 5 hours |
| Medium (S3) | 1 day |
| Low (S4) | 3 days |
* If a ticket is escalated to the associated vendor the initial response may vary based on vendors own SLA.
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