ResponsePriority Level
≤ 3 Hours1-Critical (Emergency), Total Out Of Service condition. The supported product is totally out of service with NO acceptable workaround resulting in loss of service affecting all users at a single site.
≤ 4 Hours2-High Priority, >=25% impact of service, quality, availability, etc. The supported Product is operating with severely reduced functionality causing significant impact to the Communication's business operations or the loss of service impacting twenty-five 25% or more of all users at a single site.
≤ 24 Hours3-Medium Priority, <25% impact. The supported Product is operating with reduced functionality causing little to no impact to the Communication's business operations or the loss of service impacting less than twenty-five 25% of all users at a single site.
≤ 48 Hours4-Low Priority, No impact to Communication service. The supported product is operating with full functionality and a service request for information on features, configuration or use of the supported product needs to be tracked to completion. Includes consultation, records correction & administrative.
Online Technical Support by Viacomms Telecom KSCC