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General goals for customer service support

Refer to the 1-Stop Support Delivery Workflow for detailed information about response protocols for customer enquiries. The table below provides a summary of response targets (source: 1-Stop Support Delivery Workflow).
 

Priority

Definition

Resolution Target

Expected Update Time Interval

Critical

Any issue that has a critical business impact on the client; no possible workaround

4 hrs

every 30 mins

High

Any issue that has a severe business impact; a workaround may exist.

8 business hrs

every 120 mins

Medium

Any issue that does not require resolution on the same business day

24 business hrs

every 360 mins

Low

Any issue that has no stringent requirements for resolution

80 business hrs

every 1200 mins



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