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?
| Impact | Urgency | ||
| Low | Single User
Query Change request |
Low | Business process not affected
Application or system not affected Reasonable workaround is possible |
| Medium | Non-business critical application, system or process Group of users
VIP User |
Medium | Business process partially affected
Users cannot use a function Performance is degraded |
| High | All Users
One or more sites Business critical application, system or process |
High | 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.