Support Prioritisation

Created by Beth Pescud, Modified on Tue, 21 Jul at 11:45 AM by Kate Johnson

Support Prioritisation

This table outlines the expected prioritisation criteria for customer support tickets.

Priority	Example	Target within first response time (within working hours)	Target resolution time* where no technical intervention is required	Target resolution time* where technical intervention is required
Urgent	Critical defects: as defined in support definitions document - Sennen application is entirely non-functional for all users.	Immediate	Immediate (via phone, 24/7)	4 hours.
High	Major defects: as defined in support definitions document. Access issues, high-priority payment/account issues. technical how-to queries impacting usability.	1 hour	1 working day	2 working days.
Medium	Non-critical bugs (group 1) Any feature or functionality that is not meeting target requirements or intended behaviour. The impact on application usability is minimal or a workaround is already available.	2 hours	3 working days	Next release cycle/preventative maintenance release where technical intervention(s) required.
Low	Non-critical bugs (group 2) - Any cosmetic defects related to the appearance and feel of the application. Eg. error handling, typography, accessibility, transitions Configuration requests, data administration, user management, all other how-to requests, invoice/payment/account queries.	4 hours	5 working days	Within the next available sprint cycle (maximum 2 sprint cycles away).

*Target resolution time describes the target time to provide a viable workaround or resolution to the issue which addresses the impact of the issue on application usability.

The provided information is applicable unless explicitly specified otherwise in your client contract.