This information is to assistant Member Associations (using Freshdesk as an Agent) set the appropriate Priority when assigning issues to the FCP Support Team.
When assigning ticket to FCP Support Team (as an Agent), selecting Priority is not mandatory, however if you are to make a selection, please follow this guide.
|Low||Small service degradation (business process can continue, few user affected)|
|Medium||Limited degradation of service (limited number of users or functions affected, business process can continue)|
|High||Significant degradation of service (large number of users or business critical functions affected)|
|Urgent||Service not available (all users and functions unavailable)|
The Support Team will always strive to answer and respond to all tickets in a timely manner, so Member Associations can expect no change in response time's when using the correct priority level.
High and Urgent priority level would not be applicable to a Change Request, because they are reserved for system errors that result in significant degradation of service or the system not being available at all.