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Ticket Hierarchy & SLA

Priority 1 – This is the highest priority ticket, please inform us of these issues 24/7/365 if we have not updated our service status page within 5 minutes of the event occurring. Please call us immediately and inform us of the issue.

Ensure you take reasonable steps to ensure you have diagnosed the issue locally and ensure you do not have a problem with your local network or internet connection before raising a ticket.

Examples of priority 1 cases:

  • If all Skype for Business users in your organisation are unable to sign in for over 2 minutes.
  • If all Skype for Business users have been unable to make or receive PSTN calls for over 2 minutes.
  • If all Skype for Business users are having issues sending/receiving IM’s, calls (whether PSTN or peer-to-peer) or joining/initiating conferences for over 2 minutes.

Priority 1 cases have a 30 minute response time in business hours. Our response times do not guarantee a fix within these time frames.


Priority 2 – A lower priority case that is affecting the service of no more than 1 Skype for Business client or phone.

Examples of priority 2 cases:

  • No more than 1 Skype for Business client will not sign in for over 2 minutes and reasonable endeavours have been made to ensure this is not a local issue (I.e. internet connection or network issue)
  • No more than 1 Skype for Business client cannot make/receive IM’s, calls or join/initiate a conference for over 2 minutes.
  • Call Quality issues affecting more than 1 user.

Priority 2 cases have a 4 hour response time during business hours. Response times are carried forward to the next business day.

 

Priority 3 – This is the lowest priority case that is not service affecting
Examples of priority 3 cases:

  • Name changes.
  • Call Quality issues affecting no more than 1 user.
  • Outlook integration errors.

Priority 3 cases have an 8 hour response time during business hours. Response times are carried forward to the next business day.

VIA are responsible for grading cases with a priority. If you believe a case should have a higher priority than the assigned priority, please speak to the escalation engineer.

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