Service Level Expectations
Here at Fidelity we aim to give the best response at all times. To help us achieve this we use the grid below to prioritise our workload. Your ticket will be evaluated and then prioritised and categorised accordingly.
These priorities are negotiable so if you feel your ticket has been set with an incorrect priority please feel free to raise that with the agent handling your ticket.
* Monday to Sunday from 9am until 5pm, except Christmas Day. Boxing Day and New Years Day.
+ Not applicable to single POS terminal installations.
Category | Priorities Initially Applicable | Type of issue |
Problem | A – High B - Medium | |
Typically these start of as an A or B priority but can be downgraded depending on the immediate effect on operation. | ||
Question | C – Low D – No business impact | |
Typically these would be a C or D priority however they can be a higher priority if the answer is needed in a tighter timescale | ||
Change Request | C – Low D – No business impact | |
Typically these would be a C or D priority however they can be a higher priority if the change is needed in a tighter timescale | ||
Licence Activation/ Deactivation | A - High | |
Our aim is to process these within 15 minutes Monday to Friday 09:00 to 17:00 | ||
Sales Order/ Enquiry | Not Applicable | Typically the priority would not apply to these |
Others | Generally not applicable | This is a catch for anything that the other categories don’t apply to |
Azure Alerts | Internal Use |
In a scenario where there are two tickets of the same category to deal with that were logged at the same time we would use the category to decide which one had a greater priority.