All cases created by the AION Support Center will be assigned at a priority level. Priority level guidelines and the corresponding response times specify how quickly the Support Center will respond to the customer if the request is not resolved on the first call, and the amount of time in which the case is expected to be resolved. All service level standards and measurements are based on the priority assigned to each case.
The following guidelines are used by Support Analysts to determine the appropriate priority level for each issue received by the Support Center. Customer Support will be responsible for making the final decision regarding priority level based on the information collected from the caller.
Priority Level |
Description |
Examples |
| P1 |
System Down |
Entire system or major disruption in system operability, server crash or total system failure. |
| P2 |
Severe System Disruption |
- Entire revenue center or more than 25% of terminals unable to perform or post transactions.
- Significant loss of system functionality, such as:
(a) Loss of ability to perform transactions or settlement.
(b) Interface failure or disruption.
(c) Loss of reporting.
(d) Loss of all remote printing. |
| P3 |
Single Function Failure |
- Single or several workstations down.
- Timekeeping issues.
- Remote printing problem.
- System performance issues.
- Other issues that impact business but do not present major operational problems. |
| P4 |
Minor/Procedural issue or
question |
- Programming Questions.
- Configuration Questions.
- Operational or Procedural Questions.
- Other issue that does not immediately impact operations.
- Reprinting of current reports. |
| P5 |
Customization/
Programming |
- Billable dial in support or significant programming or configuration.
- Assistance requiring scheduling of dedicated support resources.
- Any non-covered or out-of-scope issue. |
*Please note the descriptions and examples above are not intended for absolutely define of the criteria by which priority assignments are made rather, the above is meant to serve as an example for informational purposes only. The priority assigned to any case is detemined by, and at the sole discretion of, the AION Support Center.
NOTE: This document is not intended to detail every item covered or not covered by a Help Desk contract or other Support Contract. AION (M) Sdn Bhd makes no guarantees, express or implied, that support requests will result in the resolution of any problem or difficulty.
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