Our Support team uses the following definitions for a ticket's impact Levels:
- Low [How to setup something] - Response within 5 business days
- Questions relating to the how do I format, typically all these questions can be answered using our portal, however, if not, please advise the agent and we will add the query to our road-map.
- Minor [Issues with the setup] - Response within 3 business days
- Questions relating to issues relating to the configuration of the system, either on Global, Template OR User.
- Major [A major functionality has stopped working] - Response within 2 business days
- Questions relating to functionalities not working for the entire system, for example, the ability to report - if no data is presented or attempting to access results in an error message.
- Critical [Severe outage/downtime] - Response within 1 business days
- Questions relating to If you OR your entire company is unable to access e-days.
If the priority level is not set by the customer, the impact will be assigned by the Support team - however, please note this extends the time frame of the resolution.
e-days reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Major, but the situation contradicts the Priority 1 definition - functionalities not working for the entire system. e-days team members may also increase the priority level if the situation is deemed to be more urgent than originally reported.