BIMachine is concerned about the impact incidents can have on its customers and for this reason it is critical that we all have an accurate understanding of the priorities in which tickets are categorized or classified.
The main objective of this classification is to speed up the incident resolution process, prioritizing those that offer greater risk to our customers in detriment to other calls with less impact on the company and its employees.
- Critical Priority – P1
The entire platform is unavailable, not working properly, or most users cannot access the platform.
First Answer: 10 min
Resolution Expectation: 2 hours
- High Priority – P2
A limited number of platform features are available, they are not working properly or some of the users cannot access the platform.
First Answer: 10 min
Resolution Expectation: 24 hours
- Medium priority – P3
One or more users are experiencing platform anomalies or platform-specific objects. Access to the platform is guaranteed to most users.
First Answer: 30 min
Resolution Expectation: 48 hours
- Low Priority – P4
Questions about platform usage or properties, or minor flaws that do not directly prevent platform usage, eg a layout error. Calls where a workaround exists are also classified with low priority until the final solution is presented through a code fix.
First Answer: 30 min
Expected Resolution: 5 days
Note:
The above mentioned resolution times do not apply to platform BUGs as they involve the need to update the code of the platform as well as the respective checks of its functioning.