A High designation assumes that the network or a resource within is suffering from some sort of unaceptable degradation, but is not completely down or was down and now requires monitoring or research.
A Critical designation assumes a network or a key network resource is down and unavailable. Critical cases are immediately assigned to a support team member for continued work within contract hours until resolved.
A Standard designation relates to a network problem or situation that does not have a major impact on the network as a whole. It is a matter that requires action toward resolution within 5 business days or more.
An Investigative priority designation only relates to the collection of data. It is open to collect further information regarding the nature of a problem or resolution, or as a means of reminder to observe a newly repaired resource.
"Mathew went above and beyond to get this tunnel up. He was up at odd hours of the night because of the time difference between CA and India."
Vann, Wynne Systems
"Wanted to say that Mathew jumped on the issue right way and isolated the problem. Very HELPFUL AND THOUGHFUL considering the situation at Spectrum and the fact i called at 5:45am this morning. "
Mike W., Spectrum
"Thank you!! You were able to get the showrooms back up before half of them figured out they were down."
