Technical support determines the resolution priority of incidents based on the following two parameters:

The Impact that the incident has on operations and processes that depend on the provided solution, as well as the potential damaging consequences it may cause, according to the table below:

Critical
Service / solution unavailable.
The incident prevents the use of critical processes of the solution, application, or infrastructure, obstructs the proper operation of the solution, affects a large number of users, and renders the provided solution/service non-operational.

High
Service / solution presents a malfunction in its core functionality but is not critical to the organization’s daily operations.
The incident causes disruption to the main functionality of the software but does not substantially interrupt the end user’s work.

Medium
Service / solution presents a malfunction in a specific functionality that is not critical to the organization’s daily operations.
The incident affects one or more processes of PPC, which are not urgent for the operation of the company. In other words, the incident blocks a capability of the software but does not substantially disrupt the end user’s work.

Low
General Assistance.
Refers to a minor or cosmetic issue, or an improvement that should be considered for a future release, or other explanatory questions regarding the use/operation of the system (“how-to” questions).

The Priority assigned to an incident or a service support request, and accordingly its routing, is determined according to the following table:

Support Service Levels: The services provided, as well as the quality levels depending on the selected support package, are described indicatively in the following table: