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.
Elements of an Investigative Priority Case:
Collection of data over time.
Action
Case Confirmation: 30 minutes
Expectation of resolution time / duration: TBD;
Frequency of action: At least one e-mail weekly
Communication
Once weekly. Typically this is e-mail based.
Methods of creating / opening this priority:
Upon resolution: Investigative cases are closed after receiving confirmation of resolution;
Occasionally triggered by information learned from proactive monitoring;
"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
Once again...Affant to the rescue. The Affant engineer worked diligently with me and another engineer to isolate and focus on solving the problem. This allowed me to quickly hone in and replace the defective piece of hardware and restore Internet connectivity to the network. Fast, Courteous, Efficient!!
Tom L., Resort Communication
"Thank you!! You were able to get the showrooms back up before half of them figured out they were down."
