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Ticket priority levels explained

The priority level of a ticket is set by the support agent based on the criticality of the issue reported by the customer and is used to determine what your response time will be.

To evaluate the severity of the issue reported, we take into account the following factors:

  1. Business impact
  2. Work outage
  3. Type of request
  4. Number and type of users affected
  5. Environment affected (Production/UAT)

Priority 1 - Urgent

  • Applies to Production system only
  • Critical business impact, all users are impacted
  • Complete loss of service, the production system is down or inaccessible

Priority 2 - High

  • Applies to both Production and UAT systems
  • The system is up and running, but a critical loss of application functionality or performance resulting in a high number of users unable to perform their normal activities
  • Inconvenient workaround or no workaround exists

Priority 3 - Normal

  • Applies to both Production and UAT systems
  • Partial non-critical functionality loss and the issue has no significant effect on the usability of the application, configuration change
  • A workaround exists

Priority 4 - Low

  • Applies to both Production and UAT systems
  • Minor loss of application functionality, product feature requests, enhancement requests, how-to questions.

You can set the business impact of a ticket when submitting your request via our Help Center web form (requires login). This field enable you to provide us with more granularity between different requests within the same given priority level and thus helps us to further refine and prioritize your tickets. 

Inova reserves the right to adjust the priority level at any time if we believe the classification was incorrect or if the business impact should change in the meantime.

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