Problem Priority Levels

The table below shows the different priority levels, their descriptions, recommended ways to report them, and our response time. Please locate the correct priority level in column one "Level". Then follow the instructions in column two "Description" on how best to contact support for help. For example, if your system is not functioning, then your priority level is "Priority Level 1" (System Down).

Priority Level 1 - Critical

Any issue which prevents or hinders basic network functionality whether related to network access or software configuration applicability (i.e. Bug)

On-Call Response Time: 4 hours 		Priority 1 Example:
  • Network or system is down causing customers to experience a total loss of service
  • Continuous or frequent instabilities affecting traffic-handling capability on a significant portion of the network
  • Loss of connectivity or isolation to a significant portion of the network
Priority Level 2 - High

Any issue which causes a significant impact on network access or software configuration applicability (i.e. Bug Suspect); where a work around is applicable (if possible)

On-Call Response Time: 4 hours 		Priority Level 2 Examples:
  • Network or system event causing intermittent impact to end customers
  • Loss of redundancy
  • Loss of routine administrative or diagnostic capability
  • Inability to deploy a key feature or function
  • Partial loss of service due to a failed hardware component
Priority Level 3 - Medium

Any issue which causes limited impact on network access or software configuration applicability

On-Call Response Time: 6 hours 		Priority 3 Examples:
  • Network event causing only limited impact to end customers
  • Issues seen in a test or pre-production environment that would normally cause adverse impact to a production network
  • Time sensitive information
  • Successful workaround in place for a higher priority issue
Priority Level 4 - Low

Information requests for configuration, basic setup, firmware upgrade requests and any general questions.

On-Call Response Time: Next Business Day		 Priority 4 Examples:
  • Information requests
  • Standard questions on configuration or functionality of equipment