Case Priorities
The EIBS Support Help Desk allocates resources to customer incident reports (Cases) based on the following priority categories:
· Critical
· High
· Medium
· Low
· Feature Requests
The allocation of a priority to a Case is made by EIBS Support staff and is determined by the following definitions.
Critical
This priority is used when the customer has experienced total website failure or a significant data loss.
High
This priority is used when the customer has experienced either loss of functionality or data and the impact causes serious disruption to website operation.
Medium
This priority is used when the product contains errors or a loss of functionality but the Customer is able to work around these issues.
Low
This priority is usually associated with minor issues (e.g. product label inconsistencies) that don’t affect website use.
Feature Requests
This priority is associated with requests where the customer would like the product to have additional functionality.
