SLA Level |
P1 / Urgent | P2 / High | P3 / Normal | P4 / Low |
Description | Business Critical/ Production Down | Major Issue | Minor Issue | Cosmetic Issue |
Scenario | e.g. Critical apps are down/not accessible. Alarms and alerting services are down. Need to get a workaround in the least amount of time | e.g. User logins are working intermittently with the console and workloads. Slow application performance impacting important business activities |
e.g. Trouble creating a new workload, misunderstanding of functionality
|
e.g. user interface look and feel issues, workflow questions
|
Response Time | 30 minutes or fewer | 2 hours or fewer | 4 hours or fewer | 8 hours or fewer |
Click Here -> Guidelines for ZS Zendesk Priority
For a quick resolution contact us at support@zerostack.com.
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