ProComputers support requests are categorized into different severity levels to prioritize responses and actions.
Severity 4 (Low)
Definition: The issue has little to no impact on business operations. It includes general inquiries, requests for information, or minor issues that do not affect system performance or functionality.
Examples:
- General support questions.
- Feature requests.
- Documentation or how-to queries.
Response Time: Response within a few days, often handled as part of routine support activities.
Severity 3 (Medium)
Definition: The issue is causing minor operational impact or inconvenience, but business operations can continue with some limitations.
Examples:
- Minor performance degradation.
- Non-critical bugs or issues.
- Limited functionality affected.
Response Time: Response within business hours, typically within a day or two.
Severity 2 (High)
Definition: Major functionality is severely impacted, or there is a significant degradation in performance. While the system is still operational, the issue is affecting critical operations and requires prompt attention.
Examples:
- Significant performance issues.
- Partial loss of service impacting key users.
- Severe bug affecting important functions.
Response Time: Rapid response within business hours, often within a few hours.
Severity 1 (Critical)
Definition: The system or application is completely down or severely impacted, causing a significant interruption in business operations.
Examples:
- Complete virtual machine failure.
- Data loss or corruption affecting critical services.
- Major security breach or compromise.
Response Time: Immediate response required. Support should be available to resolve the issue as quickly as possible.
If you need more information, please contact ProComputers Support as instructed in this article.