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Kaseya IT Services: Priority levels: Definition & Examples

Introduction

1 - Urgent - Critical Impact (Priority One)

2 - High - Significant Impact (Priority Two)

3 - Normal/Minor impact (Priority Three)

4 - Low/Informational (Priority Four)

Introduction

Customers enrolled into Kaseya IT Services may raise Service Request tickets or any requests on Managed Machines. These requests are categorised according to a Priority or business impact scale. KITS (Kaseya IT Services) Team efforts are prioritized based on the business impact of the Request/issue.


Service requests within a Priority level are generally processed on a first-come, first-served basis. Urgent (Priority 1) and High (Priority 2) business impact requests that require immediate response or direct help may be processed out of turn.
When submitting a Service Request ticket, you are requested to supply detailed information (such as email;Subject;Description;Priority of Request; Attachment) for the KITS team to properly identify the request/issue and speed up response and resolution of the ticket. Failure to supply this information upon request may result in delay of assistance.

Priority of a Service Request ticket is set according to the guidelines listed below. Since it is not possible to define every possible condition or technical situation, these guidelines can only provide guidance.

1 - Urgent - Critical Impact (Priority One)

Any request which is important and require immediate action as it is business critical / urgent.

Any request that requires immediate action such as Disabling of User account, password reset , removals of bad patches, Critical Service Restarts or Reboots, Enabling Alerts on Special cases. Issues relating to VSA functionality will be directed to Product Support.

KITS team will provide steps or take actions to correct the issue or may direct to Product Support technician or create Product Support tickets on behalf of the customer to address the VSA/Product related issue

2 - High - Significant Impact (Priority Two)

Any request which is important but may not require immediate action such that it is not business critical/urgent.

Time sensitive issue reported by Customer, which may adversely affect billing, monitoring or productivity (Examples: All Monitor Sets have ceased to function or are not generating data, Alarms are not triggering Tickets, Some but not all clients in the system cannot create tickets).
Some types of monitoring are non-functional (e.g. SNMP, Monitor sets)
Other examples: Creating Exchange DL, Policies not applying on agents/organizations,Security Updates are not being installed (KES, KAM, KAV).

KITS team will provide steps or take actions to correct the issue or may direct to Product Support technician or create Product Support tickets on behalf of the customer to address the VSA/Product related issue.

3 - Normal/Minor impact (Priority Three)

Moderate loss of functionality or performance resulting in minor performance degradation/not impacting production. Any request which is important but do not require action to be taken on high priority


System is up and running, but the problem causes non-negligible impact. (Example: A report can be triggered manually but does not run when scheduled.)
Does not prevent operation of a production system or there is some degradation in performance (Example: The issue affects only one company or location in the client's environment.)
Important to long-term productivity (Example: an installation script for a third-party software is not working as intended.)

KITS team will provide steps or take actions to correct the issue or may direct to Product Support technician or create Product Support tickets on behalf of the customer to address the VSA/Product related issue.

4 - Low/Informational (Priority Four)

Minor loss of functionality, any new service/offerings requests, how-to questions. The issue consists of "how-to" questions including issues related to Kaseya IT Services or VSA/Product. Any request which has little impact on completion of task on moderate priority

Problem does not have significant impact to the Customer or occurs in functionality that is not critical or frequently used (Example: request on Exchange offline defrag
The problem results in minimal or no interruptions to normal operations (Example: Customer has questions about customizing a monitor set).
Non-critical, Minor loss of functionality or product Feature Request question (Example: Customer wants to know if a particular function is possible via Kaseya scripting where a built-in agent procedure does not exist for that purpose).

KITS team will provide steps or take actions to correct the issue or may direct to Product Support technician or create Product Support tickets on behalf of the customer to address the VSA/Product related issue.

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