Priority selection guide
Modified on: Fri, 28 Dec, 2018 at 2:41 PM
This information is to assistant Member Associations set the appropriate Priority when assigning issues to the FCP Support Team.
|Low||Small service degradation (business process can continue, few user affected)|
|Medium||Limited degradation of service (limited number of users or functions affected, business process can continue)|
- Issue is visible to the end user and operations are affected
- Usability issue, which can be corrected with a reasonable workaround
- A non-critical functionality is unable to complete but is not affecting other functionality
|High||Significant degradation of service (large number of users or business critical functions affected)|
- Production site has been impacted; however, limited production can continue
- Usability issue, which cannot be corrected with a workaround or the workaround significantly impairs their ability to complete their work
- A non-critical functionality is unable to complete but affecting other functionality
|Urgent||Service not available (all users and functions unavailable)|
- Production site is down and unable to recover
- Loss/corruption of data has occurred
- Data is unavailable to users
- Failure of critical function(s) prevents production transactions from completing
- Security is compromised
- An action results in a system crash and the user is unable to continue
The Support Team will always strive to answer and respond to all tickets in a timely manner, so Member Associations can expect no change in response time's when using the correct priority level.
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