Our goal is to exceed your expectations for every ticket logged. We try to classify the priority of tickets based on the Impact, and Urgency.
How do we classify the impact and urgency?
|Business process not affected
Application or system not affected
Reasonable workaround is possible
|Non-business critical application, system or process Group of users
|Business process partially affected
Users cannot use a function
Performance is degraded
One or more sites
Business critical application, system or process
|Business process stopped
Users cannot work
Time critical incident
If we have mis-classified your request, or it is more urgent, please contact our team on 03 8521 7777 to escalate the priority accordingly.