Fidelity Systems

            Service Level Expectations


            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 and Boxing 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.




            Updated: 16 Aug 2018 09:40 PM
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