Ticket/Issue Priorities
Priority 1 (P1): Your Netsweeper product is "down" or there is a critical impact to your business operations due to an apparent problem with your Netsweeper implementation. You and Netsweeper will commit all necessary resources to resolve the situation.
Priority 2 (P2): Operation of an existing Netsweeper implementation is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Netsweeper products. You and Netsweeper will commit full-time resources during normal business hours to resolve the situation.
Priority 3 (P3): Operational performance of your Netsweeper implementation is impaired, but most business operations remain functional. You and Netsweeper will commit resources during normal business hours to restore service to satisfactory levels.
Priority 4 (P4): You require information or assistance with Netsweeper product capabilities, installation, or basic configuration. There is little or no effect on your business operations.
Incident Matrix
Response times, resolution times, and the initial assigned team for various priorities of reported incidents.
|
Priority |
Max Time Allowed for Solution/Workaround |
Response Time |
Teams Assigned |
|
P1 |
24 hours after initial response time |
1 hour |
Systems Engineers |
|
P2 |
5 Business days |
4 hours |
Systems Engineers |
|
P3 |
30 business days |
8 hours or next business day EST |
Support Team |
|
P4 |
90 business days |
8 hours or next business day EST |
Support Team |
For more information, please refer to our Technical Support Overview documentation.