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Service Request Priority Definitions
GreenButton's Service Level Agreement can be tailored for an organizations requirements, the priority assessments are standard, and classified as follows:
PRIORITY 1 (CRITICAL)
The issue results in catastrophic interruptions to a customer's application and has affected, or could affect, all user groups, and the client-facing infrastructure. The ability to instigate change within the application cannot be executed because of a complete crash of the application, not related to server or technical environment. Application integrity is compromised causing the client-facing infrastructure to not be accessible. The service request requires immediate processing, as the issue can result in administrator's inability to access the application, or stakeholders inability to access the client-facing infrastructure.
PRIORITY 2 (URGENT)
The issue results in serious interruptions to normal operations within the administrative facing application, or the issue could potentially impact the client-facing infrastructure. In the production environment, important tasks cannot be performed, but the error does not impair essential operations and the client-facing infrastructure is available. Application processing can still continue in a restricted manner. Data integrity may potentially be at risk. The service request requires timely processing, as the malfunction could cause serious interruptions to critical processes or negatively impact the client-facing infrastructure.
PRIORITY 3 (IMPORTANT)
The issue causes interruptions in normal administrative operations. It does not prevent operation of a module, or else there is minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software application. The issue will impact the ability of an administrator to complete a task within a module.
PRIORITY 4 (MINOR)
The issue results in minimal or no interruptions to normal operations and no impact on the client-facing infrastructure. The issue consists of "how to" questions, installation and configuration inquiries, enhancement requests, or documentation questions.