This article will help you understand how we determine the priority of all tickets raised to the helpdesk, and the response times are per our service level agreement
Priority Levels
When raising anything to the helpdesk, your ticket will be assigned with one of the following priority levels. P1(Urgent), P2(High) or P3(Normal).
The priority assigned to your ticket will be determined based on the impact it will cause.
| Priority | Definition |
| P1: Urgent | Either: - The service is deemed unavailable (see definition below). - Represents a defect with Tribepad that will cause the Customer significant public reputation damage within the media. |
| P2: High | Core functionality in a module is not available to an entire group of users & a workaround is unavailable. |
| P3: Normal |
Anything that does not meet the criteria of a P1/P2 will be treated as a P3. |
The service is considered Unavailable if one or more of the following is true until the problem has been resolved or a workaround provided:
- no job seekers or recruiters can register
- no one can apply for a job
- no User, Admin User, recruiter or job seeker can log in
- no User or Admin User can post a job (as applicable)
Response Times
Each priority level comes with its own response & resolution target times.
All response times will be measured from receipt of issue notification through the correct channels. (Please note that daylight savings apply to the time ranges)
Target times are subject to the problem-raising process being followed and the correct priority level being specified
| Priority | Target response time | Target time to fix or provide a workaround |
| P1: Urgent | Within thirty (30) minutes |
If the issue will cause the Customer significant public reputation damage then: - 4 hours if the problem has been raised between 09:00 and 17:00 UK time - 6 hours if the problem has been raised between 17:01 UK time and 08.59 the following day. |
| P2: High | Within two (2) Supplier Working Hours | Within the next 10 Supplier Working hours. |
| P3: Normal | Within eight (8) Supplier Working Hours | There is no target resolution time for a P3 ticket unless stated in your contract. |