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CallTower Solutions Center

LiveOps - Ticket Priority Definitions and Response Times

Issue

LiveOps


Environment

LiveOps 
LiveOps Support Portal

Resolution

PRIORITY DEFINITIONS:

Priority 1 - Business Critical. Represents an issue that results in the loss of one or more critical functions of the LiveOps service; interrupts call completion for all or the majority of calls and agents; unable to conduct normal business. This is only available for production applications and does not include development issues or problems in staging environments.  
Cast Type in Salesforce: "Outage/Service Unavailable." 

Priority 2 - Degraded Service. Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments. 
Case Type in Salesforce: "incident/Service Interruption." 

Priority 3 - General issue. Includes product questions, feature requests, and development issues.
Case Type in Salesforce: "Service Request/Problem."

Priority 4 - Professional Services Request, Feature Requests, and Training Requests. 

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SLA/RESPONSE TIMES

Priority 1 - Response Time Acknowledgement within 30 minutes after case opened. Update Frequency, ETA or every 4 hours and/or until service restored. 
Priority 2 - Response Time Acknowledgement within 2 hours after case opened. Update Frequency, ETA or every 4 hours and/or until service restored. 
Priority 3 - Response Time Acknowledgement within 4 hours after case opened. Update Frequency, ETA or every 120 hours depending on problem nature and resolution.