Response and Resolution Times
As mentioned previously, severity / priority codes are used to determine appropriate response and resolution times.
Response and resolution times are measured from when the help desk opens the incident.
If the problem is not resolved within the defined timeframe, continuous effort will be applied until the problem is resolved.
Please note that the help desk is manned 24/7, however if major technical issues occur, then these will only receive attention by the technical experts during business hours (09h00 to 18h00 CET/SAT).
The table below provides a User with expected resolution times:
Severity Code | Acknowledgment by Helpdesk | Initial | Estimation Response | Subsequent Responses | Resolution |
1 - Urgent | 15 minutes | 1 Hour | 2 hours | Every 1 hour | Target 4 hours – however depends on what the problem is. If technical expertise is required, then this will be affected during business hours |
2 - High | 15 Minutes | 1 Hour | 4 hours | Every 2 hours | Target 8 hours – however depends on what the problem is. If technical expertise is required, then this will be affected during business hours |
3 - Medium | 15 Minutes | Next business day | Next business day | Every 8 hours | 4 calendar days |
4 - Low | 15 Minutes | Next business day | Next business day | Weekly | As per the planned development calendar (if approved by the FIA) |
- Acknowledgment by Helpdesk. Helpdesk acknowledges response of ticket that has been opened.
- Initial Response is when a ticket is reviewed by the help desk staff and will try and assist the person who has logged the ticket, or if cannot be resolved by the help desk staff, then will assign the ticket to the correct group that will be responsible for the identified error or query.
- Estimation Response is when the user that logged the ticket is informed of an estimated resolution time.
- Subsequent Responses is the frequency with which the user that logged the ticket is updated on the resolution status.
- Resolution is the point at which the problem is resolved, and the application function is returned to a usable and available state.
CPD Application Function Type definitions.
The table below provides a brief definition of critical, important, and supportive application functions.
Application Function Type | Description |
|
Critical | These application functions are critical to ensuring business continuity. Extended failure will impact issuing of CPD’s (Sales and Customer Service) | - Online Customer Application Process -Club User Application process -Issuing a CPD -Printing Process -Arjo Hologram Serial Number Validation Process -SendGrid email service -Email & email reminder service that processes -application emails -Background services - notification email, email reminder & report service |
Important | These application functions are important to business productivity but are not critical. | Extend, Replace or discharge a CPD Claims process Reporting Functionality - Operational |
Supportive | These applications support productivity but are not essential to business effectiveness. | • Reporting Functionality – Business Intelligence Stock / Serial Number Ordering Process |