Customer logs categories
Problems assigned a high priority are likely
to prevent a major part of Applications from functioning.
Also included in this category are smaller problems affecting
mission critical operations at the customer site. The support
staff is expected to start responding to high priority problems
within 1 hour. Program fixes are sent as soon as possible
Problems assigned a medium priority are
those that cause serious restrictions to using Applications
or considerable inconvenience to the client. Medium priority
problems are urgently investigated. A workaround solution
may be communicated to the customer while a more permanent
solution is being developed. Program fixes are sent as soon
as possible, or may be included in the next release of the
software as appropriate.
Problems assigned a low priority are those
where the problems are limited to a small segment of software,
or can be avoided with minimal inconvenience to the client.
Low priority problems are recorded, corrected, and fixes
are distributed in future releases of the software.
The majority of calls received are placed
in this category. They involve procedural issues, or technical
questions about the hardware, peripherals, communications,
the operation and administration of the software. These
logs are often resolved upon submission.