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Priorities and Escalation

Priorities and Escalation

Ticket Priority:

In our system we define tickets priority (Bugs only) as below:

  1. Normal: Minor issue not affecting the system working behavior.
  2. High: Major issue affecting the system working behavior or module not working.
  3. Critical: Complete loss of service or resources regardless of environment and work cannot reasonably continue.

SLA KPI's and Escalation Matrix



Waranty Silver Gold Platinum
No Time Frame N H C N H C N H C
Technical Support Call Center 3 to 6 Days 2 to 3 Days 8 to 16 Hours 2 to 5 Days 1 to 2 Days 4 to 8 Hours 0 to 3 Days 0 to 2 Days 0 to 6 Hours
Technical Account Manager From 7 to 9 Days 3 to 5 Days From 16 to 24 Hours From 5 to 7 Days From 2 to 4 Days From 8 to 16 Hours From 3 to 5 Days From 2 to 4 Days From 6 to 12 Hours
Support Manager
From 9 to 10 Days From 5 to 7 Days From 24 to 32 Hours From 7 to 9 Days From 4 to 6 Days From 16 to 24 Hours From 5 to 7 Days From 4 to 6 Days From 12 to 18 Hours
Regional Manager​ 10 Days After 7 Days After 32 Hours After 9 Days After 6 Days After 24 Hours After 7 Days After 8 Days 18 Hours
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