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 |
Specific Information |
|
Emergency |
1 hour |
1.5.1 Emergency |
|
High |
3 hours |
1.5.2 High |
|
Medium |
6 hours |
1.5.3 Medium |
|
Low |
12 hours |
1.5.4 Low |
|
|
*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. |
