As you submit your respective support ticket, you will be need to indicate a priority level to assign to the issue at hand. In response, Service Level Agreements (SLAs) are the goals that are set to establish the ideal timing for responding and resolving these tickets.
The following Priority levels will help guide you to make the appropriate selection when submitting your ticket:
Urgent: Needs acted on or resolved within hours. A status used when a start date has lapsed and course materials are missing. Front-facing customers have been impacted.
High: Needs acted on or resolved within a day. A status used when store operations are limited or not available. Front-facing customers have not been impacted
Medium: Default priority setting for ticket submissions. A status used when disruptive issues are encountered.
Low: A status used for issues or challenges that would be “nice” to address in the future.
The following SLAs establish accountability to ensure that your tickets are being addressed in a reasonable and timely manner. These are established based on the selected Department and Priority: