By default, unless otherwise stated by the customer, all customer initiated or reported trouble(s) will be set by default to an “elevated” or 3-day turn-around status.
1-CRITICAL
- A
problem or issue for which the customer needs immediate, undivided
attention from NOC staff until resolved.
- The
customer is expected to be available immediately to commit full-time
resources until the situation is resolved.
- The NOC uses this by default when the network is monitored to have an outage of a non-redundant core network element.
2-HIGH
- A problem or issue for which
the customer needs resolution within 1 business day.
- The customer is expected to
commit resources to resolve the situation between the hours of 1300 and
0100 UTC (1200 and 0000 UTC when Daylight Saving Time is in effect).
- The NOC uses this by default
when the network is monitored to have an outage of a redundant core
network element.
3-ELEVATED
- A problem or issue for which
the customer does not need immediate resolution, but needs NOC
attention within 3 business days.
- The customer is expected to
be available to provide information or assistance when available during
normal business hours.
- The NOC uses this by default
when a customer connection or session is monitored to have a problem or
outage. This is also used by default for maintenance which is both NOC
initiated and customer impacting.
4-NORMAL
- No impact to the
customer’s operations, performance, and usability.
- Non-urgent customer service
requests.
- Routine installation/provisioning tickets, non-customer impacting maintenance, and customer initiated maintenance.
