Power Sentry COMPASS 4 - Manual (Page 62)

Newpoint Technologies, Inc. COMP-USER-006
Salem, NH 03079 Rev. 3.2 –01/31/01 62
Problem Prioritization and Resolution Goals
We will attempt to resolve every issue as quickly as possible, but
sometimes you may find that your situation is not handled as quickly
as expected. Newpoint Technical Support Engineers prioritize (and
assign resources to) technical issues according to the criteria below,
to ensure that all clients receive support for their most critical issues
as soon as possible.
1.
Priority One technical issues receive highest priority
attention. These issues include system crashes, and major
functionality or performance issues that prevent you from
successfully operating your system. Our goal is to resolve
these issues immediately. When you discuss a Priority One
issue with a Support Engineer, the Engineer will accept no
further calls from other users until the issue is resolved. All
available resources are directed to your situation. We will
give you an estimated time to resolve your issue if we can
not solve the problem immediately.
2.
Priority Two issues impede minor (non-critical) functions
in the system. Our goal is to resolve these issues as soon as
possible, but our Engineers may have to delay assistance if
there are open Priority One issues. We will give you an
estimated time to resolve your issue if we can not solve the
problem immediately.
3.
Priority Three issues do not impede the operation of your
system. They include tutorial services, enhancement
requests, aesthetic defects (spelling, color scheme, etc) and
other non-critical problems. These issues will be addressed,
but will not have greater priority than the issues discussed
above.