Response time is the period starting from when an incident is first logged with Product Support to when Product Support first communicates with you regarding the incident, either through the Help Desk, through email, or by a phone call.
When a new incident is created, you will need to prioritize your incident (see Section 1.2) according to the severity of the problem. It is important to be as accurate as possible in the prioritization of an incident. Incidents inaccurately prioritized are corrected by Product Support and addressed based upon the correct priority level.
Response Time Goals*
|
Priority/Severity |
Response Time |
|
Emergency |
1 hour |
|
High |
3 hours |
|
Medium |
6 hours |
|
Low |
12 hours |
* All response time goals are based upon EWS published standard support hours. EWS will make every effort to meet response time goals in every case; however, due to the unpredictability of call volume EWS makes no direct or implied guarantee regarding response times.
1.5.1 Emergency
An incident is an emergency when a major feature of the MoversSuite product is not functioning and a lack of access to that feature has a critical impact on your business operations. Work cannot reasonably continue and the situation is urgent and a temporary workaround or alternative is not available.
The response time goal for an emergency incident is one (1) business hour but every effort will be made to respond immediately. Emergency incidents that are created on the support website automatically alert Product Support that an emergency incident has been created.
1.5.2 High
An incident is considered high if functionality in the MoversSuite product is severely degraded or restricted, but business or operations can continue.
The response time goal for a high incident is three (3) business hours.
1.5.3 Medium
A medium incident has minimum impact on business or operations. It may be a non-critical problem or defect that makes MoversSuite product inconvenient to use but does not affect its general functionality.
The response time goal for a medium incident is six (6) business hours.
1.5.4 Low
An incident with a low priority has little or no impact on business or operations. It may be a cosmetic issue that does not impact in any way the functionality of a MoversSuite product.
The response time goal for a low incident is twelve (12) business hours.
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Note |
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Feature requests and custom report requests are not subject to this response time goal. |