Each support request we receive is classified in accordance with the criteria set out in the table below. Keypro’s support team classifies the ticket based on the information and input given by the requester.
Classification | Definition |
Critical | The Network Information Solution is not responding or is completely unusable due to server or application error. |
Serious | The error significantly affects the use of the Network Information Solution or access to the Network Information Solution is unstable or very slow to respond. |
Moderate | An issue where functionality is impacted in a non-critical area of the Network Information Solution, causing reduced efficiency or inconvenience, but does not significantly hinder the overall use of the service. Workarounds are available, and the issue occurs sporadically or affects a limited subset of users or features. |
Low | An issue that has minimal impact on the functionality of the Network Information Solution. The problem is cosmetic, infrequent, or affects a feature that is rarely used and does not impede daily operations. Resolution can be addressed as part of routine updates or maintenance. |