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.