A High designation assumes that the network or a resource within is suffering from some sort of unaceptable degradation, but is not completely down or was down and now requires monitoring or research.
Elements of a High Priority Case:
Critical device was down but is currently up and is being monitored until final resolution;
Issues which ned to be started and completed within 24 hours or one full business day;
Ideally, they are addressed same business day.
Action
Case Confirmation: 15 minutes
Expectation of resolution time / duration: Typically same day.
Frequency of action: 1-4 hours by phone or e-mail as appropriate
Communication
Phone call and/or e-mail at discovery of problem and at least every 2 hours during coverage hours until the problem is identified/isolated.
Once the problem is identified/isolated we will communicate status at least every 4 hours during coverage hours until resolution.
Methods of creating / opening this priority:
Opened by client via phone or e-mail
Triggered by proactive monitoring
Escalated up from Standard
Downgrade from Critical; when Critical issues appear to be "normalized", we re-prioritize the case to High Priority for continued follow-up pending confirmation of resolution.
Only if You Dare!
When You're Ready
Clients
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Testimonials
"Mathew went above and beyond to get this tunnel up. He was up at odd hours of the night because of the time difference between CA and India."
Vann, Wynne Systems
"Wanted to say that Mathew jumped on the issue right way and isolated the problem. Very HELPFUL AND THOUGHFUL considering the situation at Spectrum and the fact i called at 5:45am this morning. "
Mike W., Spectrum
"Thank you so much!! We lost power to the equipment in our Chicago location when a sub-contractor unintentionally disconnected the power to our equipment (twice!). Thank you for the heads up that it was down and your patience in working with us (and him) to get it all back up. You guys are great!" Ginger, J. Robert Scott
