Wicket relies on prioritization to determine both the impact and urgency of a submitted support ticket. This helps us first address the most impactful tickets, both from an individual client and a broader client context.
When submitting a ticket, we ask our clients to follow our Priority definitions below.
|
Priority |
Use for requests that are... |
|
Routine |
Applies to both production and staging environments. Routine and not time-sensitive. Examples are:
|
|
Normal |
Applies to both production and staging environments. An inconvenience, but there is a workaround available. Examples are:
|
|
High |
Applies to both production and staging environments. An issue resulting in the inability to perform a time-sensitive task and no known workaround. Examples are:
|
|
Urgent |
Applies to production environments only. Service Outages: Related to an issue resulting in a major business impact. Examples are:
|
New tickets are triaged to determine if a resolution is immediately available, or if the ticket needs to be escalated to a specialized team for further investigation and/or resolution. Wicket Support reserves the right to re-prioritize tickets based on the above guidelines.
Comments
0 comments
Article is closed for comments.