High
A High designation assumes that the network or a resource within is suffering from some sort of unacceptable degradation, but is not completely down or was down and now requires monitoring or research.

Elements of a High Priority Case:

• Critical device was down but is currently up and is being monitored until final resolution;
• Issues which need to be started and completed within 24 hours or one full business day;
• Ideally, they are addressed same business day.

Action

• Case Confirmation:  15 minutes
• Expectation of resolution time / duration:  Typically same day.
• Frequency of action: 1-4 hours by phone or e-mail as appropriate

Communication

• Phone call and/or e-mail at discovery of problem and at least every 2 hours during coverage hours until the problem is identified/isolated.
• Once the problem is identified/isolated we will communicate status at least every 4 hours during coverage hours until resolution.

Methods of creating / opening this priority:

• Opened by client via phone or e-mail
• Triggered by proactive monitoring
• Escalated up from Standard
• Downgrade from Critical; when Critical issues appear to be "normalized", we re-prioritize the case to High Priority for continued follow-up pending confirmation of resolution.

Critical
A Critical designation assumes a network or a key network resource is down and unavailable. Critical cases are immediately assigned to a support team member for continued work within contract hours until resolved.

Elements of a Critical Priority Case:

• A network or a key network resource is down and unavailable;
• All failures where there are no redundant facilities are classified as Critical;
• The device or service down is having a severe impact on the business;
• An issue that creates a down situation for multiple users e.g.; failed business functionality for an entire remote office;
• Business-case based urgency.      

Action

• Case Confirmation:  5 minutes
• Expectation of resolution time/duration: 30 minutes to 4 hours.
• Frequency of action: Constant and non-stop. An engineer is engaged for the duration of the case

Communication

Every attempt is made to contact our clients via phone in Critical situations; we try every number available to us (office, mobile, home if necessary, etc). If we are uanble to reach any of our contacts on any numbers, we rely on e-mail and text messaging (if available) to communicate.

• Phone call and/or e-mail at discovery of problem and at least every 30 minutes during coverage hours until the problem is identified/isolated.
• Once the problem is identified/isolated we will communicate status at least every 60 minutes during coverage hours until resolution of the case;

Methods of creating / opening this priority:

• Opened by client via phone ONLY (not e-mail)
• Triggered by proactive monitoring.
• Escalated up from High

Standard/bMAC
A Standard designation relates to a network problem or situation that does not have a major impact on the network as a whole. It is a matter that requires action toward resolution within 5 business days or more.


Elements of a Standard/bMAC Priority Case:

• Pending client verification of requested information;
• Work that can be scheduled for more than 1 and less than 5 business days out;
• RFO's for an outage that happened outside of contract hours;
• A High priority case that is downgraded to Standard to monitor status or collect data over the following week;
• bMACs 

Action

• Case Confirmation:  30 minutes
• Expectation of resolution time / duration:  30 minutes to 4 hours;
• Frequency of action: Once a day by phone or e-mail, as appropriate.

Communication

• Once to notify the client that we have received the case and are planning work on it;
• Once weekly thereafter via e-mail to share plan/progress.

Methods of creating / opening this priority:

• Upon resolution:  Standard cases are closed afer receiving confirmation of resolution.
• Opened by client via phone or e-mail
• Triggered by practive monitoring
• Downgrade from High

Investigative
An Investigative priority designation only relates to the collection of data. It is open to collect further information regarding the nature of a problem or resolution, or as a means of reminder to observe a newly repaired resource.

Elements of an Investigative Priority Case:

• Collection of data over time.

Action

• Case Confirmation:  30 minutes
• Expectation of resolution time / duration:  TBD;
• Frequency of action: At least one e-mail weekly

 Communication

• Once weekly.  Typically this is e-mail based.

Methods of creating / opening this priority:

• Upon resolution:  Investigative cases are closed after receiving confirmation of resolution;
• Occasionally triggered by information learned from proactive monitoring;
• Typically by client phone or e-mail.

RMA
An RMA designation is for equipment that needs to be replaced.

Methods of creating / opening this priority:

• Starts off as a Critical or High priority case, has been initially addressed, and now given an RMA classification to track the replacement of the hardware.
• May be tracked with this RMA case the entire time.