A Standard designation relates to a network problem or situation that does not have a major impact on the network as a whole. It is a matter that requires action toward resolution within 5 business days or more.
Elements of a Standard/bMAC Priority Case:
- Pending client verification of requested information;
- Work that can be scheduled for more than 1 and less than 5 business days out;
- RFO's for an outage that happened outside of contract hours;
- A High priority case that is downgraded to Standard to monitor status or collect data over the following week;
- bMACs
Action
- Case Confirmation: 30 minutes
- Expectation of resolution time / duration: 30 minutes to 4 hours;
- Frequency of action: Once a day by phone or e-mail, as appropriate.
Communication
- Once to notify the client that we have received the case and are planning work on it;
- Once weekly thereafter via e-mail to share plan/progress.
Methods of creating / opening this priority:
- Upon resolution: Standard cases are closed afer receiving confirmation of resolution.
- Opened by client via phone or e-mail
- Triggered by practive monitoring
- Downgrade from High