The following 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 day | 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.