|
The Resolution Target without Code Change
The Resolution Target without Code Change represents the expected length of time it takes to resolve an incident that does not require a change to our existing code. These resolution times are determined from the time the incident is reported to the Support Consultant to the time the customer receives a resolution or workaround.
The resolution time varies depending upon the business impact of the issues’ criticality.
|
Resolution Without Code Change
| Criticality |
Definition |
Target Resolution Time |
| Critical |
Production System down. Unable to collect or generate critical data correctly. Critical project at a stand still. |
Within 2 Business Days |
| Urgent |
Cannot use major product feature or cannot fully utilize product as designed or documented. No "acceptable" workaround available. Necessary to correct major feature issue. |
Within 1 Week |
| Important |
General problem or question which does not prevent the user from fully utilizing product (as designed or documented). |
Within 2 Weeks |
| Minor |
Not awaiting immediate solution or response. |
Within 5 Weeks |
|
Goal = Achieve Target Metric 80% of the Time.
|