Technical support initial response and resolution times are listed below. Please note that some items, such as outside vendor access requests, are dependent on outside parties which may extend resolution timelines:
| Incident Priority Matrix | URGENCY | ||||||||
| 1 - Urgent | 2 - High | 3 - Medium | 4 - Low | ||||||
| IMPACT / SCOPE | 1 - Agency/Field | P1 | P1 | P2 | P2 | ||||
| 2 - Office/Site | P1 | P2 | P2 | P3 | |||||
| 3 - Multiple Users/Team | P2 | P2 | P3 | P3 | |||||
| 4 - Single User | P2 | P2 | P3 | P4 | |||||
| Priority | Description | Response | Resolution | ||||||
| P1 (Urgent) | All hands on deck -- critical issue affecting the agency or an office as a whole that may significantly affect business. Examples include office network outage, business resource downtime (e.g. Fieldnet inaccessible) | Immediate | Same Day | ||||||
| P2 (High) | Potential for significant loss of productivity for individuals, with no workaround in place. Examples include inability to sign in to Okta account or access an application such as Wealthscape | 2 hours | 24 hours | ||||||
| P3 (Medium) | Non-critical application or function affected that is hindering productivity, or workarounds are in place for higher urgency issues. Examples include monitor connectivity issues (individual can continue to use laptop screen), desktop OneDrive sync issues (web version of OneDrive can be used temporarily) | 24 hours | 3 days | ||||||
| P4 (Low) | Issues and inquiries that are do not have a signficant time-sensitive business impact, or primarily concern user experience. | 48 hours | 7 days | ||||||
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article