Business Impact

Business Impact

Critical

Issue disrupts a primary communication function or compromises the security/integrity of service data. The disruption is ongoing, the need for resolution is acutely time-sensitive, with no reasonable workaround available until the issue is resolved

-An agent or administrator cannot sign in

-A channel is down and the issue is affecting their overall business

-Possible data breach

Major

Issue degrades a primary communication function or significantly disrupts or degrades normal business operations.

-Talk agents are frequently experiencing dropped calls

-Chat widget is not appearing on one page of a customer's website

Moderate

Issue slows normal business operations or has caused a loss of functionality relied upon for normal business operations. Alternatively, the issue is occurring in a testing, beta or sandbox environment and will delay the implementation of new functionality to improve normal business operations. Resolution has some time-sensitivity but the issue can be worked around without extraordinary effort.

-A customer is not receiving an email when they try to export tickets

-A customer is having difficulty with implementing email security features

-An important Chat trigger is not firing

Limited

Issue or request is informational in nature, and its resolution will not directly impact normal business operations. Alternatively, it is occurring in a testing or beta environment and does not impact a planned release.

-Questions on trigger setup

-Basic how-to reporting questions

-Product feedback