Priority Definitions and Response Times

Priority Definition Target Response Time Target Resolution* Time Example/s
P1

No access to Hosted Services or Software, or major loss of functionality for a critical path feature such as Application, Learning Delivery or ILR for all users. Resulting in a complete business stoppage with no workaround available. Causes critical business impact.

0.5 business hour 1 business day
  • All users cannot login
  • ILR cannot be generated within 3 days of ILR return window
  • All users cannot enroll learners
P2

Tenant wide outage of a feature or severe reduction in usability for most users, resulting in significant inefficiencies in the business.

Causes high business impact.

1 business hour 3 business days
  • Notes not saving for most users
  • ILR schema issue outside the return window
P3 Non-critical issue or an issue with a workaround 4 business hours

As agreed on a case-by-case basis, to resolve within a scheduled product release where a software fix is required  

  • Single or few users impacted
  • Low/no financial impact
  • Browser workaround
P4 Cosmetic problems, general enquiries, or requests for information. 1 business day

As agreed on a case-by-case basis, to resolve within a scheduled product release where a software fix is required  

  • How to questions
  • Product feature requests

 

*Target Resolution Time – a resolution could be in the form of a product update or a workaround which reduces or eliminates the impact to a P3.

Was this article helpful?

2 out of 2 found this helpful

Have more questions? Submit a request