A Critical designation assumes a network or a key network resource is down and unavailable. Critical cases are immediately assigned to a support team member for continued work within contract hours until resolved.
Elements of a Critical Priority Case:
- A network or a key network resource is down and unavailable;
- All failures where there are no redundant facilities are classified as Critical;
- The device or service down is having a severe impact on the business;
- An issue that creates a down situation for multiple users e.g.; failed business functionality for an entire remote office;
- Business-case based urgency.
Action
- Case Confirmation: 5 minutes
- Expectation of resolution time/duration: 30 minutes to 4 hours.
- Frequency of action: Constant and non-stop. An engineer is engaged for the duration.
Communication
Every attempt is made to contact our clients via phone in Critical situations; we try every number available to us (office, mobile, home if necessary, etc). If we are unble to reach any of our contacts on any numbers, we rely on e-mail and text messaging (if available) to communicate.
- Phone call and/or e-mail at discovery of problem and at least every 30 minutes during coverage hours until the problem is identified/isolated.
- Once the problem is identified/isolated we will communicate status at least every 60 minutes during coverage hours until resolution of the case;
Methods of creating / opening this priority:
- Opened by client via phone ONLY (not e-mail)
- Triggered by proactive monitoring.
- Escalated up from High