Judging the right prioritiy for Cloud HCM Support Incidents.
In order to ensure healthy service levels for all our customers, priority of incidents reported will be judged based on the business impact of the issue. This KBA article outlines the principles which should be used for determining the incident priority.
Priority P1 “Very High” - Highest Business Impact
This is considered to be the highest Priority which depicts that your organization is going through an Immense Business impact. Following are few examples which will be considered under P1 Priority -
- Production instance is completely inaccessible, response > 30 seconds, multiple users cannot login .
- Major application latency, >15 minute period, > 2.5x previous 3 business day average.
- Job failures (Quartz/S2, Connectors, Background Jobs, Reports) > 1 hour impacting multiple customers. Delays > 4 hours.
- SSO outage impacting more than one customer.
- Mission critical programs (ec, payroll) cannot be accessed or major functional loss with no workaround.
- Application errors all across different modules (404 errors)
Priority P2 “High”
This is considered to be second highest Priority which depicts that your organization is going through a business impact however the business can still perform some of its tasks without any issues.
Major application latency, >15 minute period, > 2 previous 3 business day average.
Job failures > 30 minutes impacting multiple customers (Quartz/S2, Connectors, Background Jobs, Reports). Delays > 1 hour.
Emails not triggered when creating/routing forms in Production Environment.
SSO failure for individual customer.
Time critical Service Request that could impact customer business operations.
Usually impacts one module or a part of a module.
Unable to mass create forms.
Issues resulting from Userid conversions.
Regressions of major functional loss from patches impacting more than one customer.
Issues resulting from migration of instances.
API entity is not working correctly and could be a blocking issue for the customer customer.
API connection reset/time out/performance issue.
Priority P3 “Medium”
This is considered to be something in which the business impact is least however there is some functionality loss which is adding on to some issues for your organization.
- Standard Service Requests like SSO engagement, SFTP Creation, scheduling a job, Hosting a document etc.
- Any Connector that is not working in the Stage environment for single/multiple customers.
- URL to a nonSF page with a message warning.
- There is a system issue however a workaround is in place but the client is not comfortable with the workaround.
- Issue is effecting one or more, but not all modules.
- The issue is not major however its impacting several groups/managers within the company.
Priority P4 "Low"
This will majorly apply to issues like -
- Refresh of different Environments.
- UserID conversions.
- How to "Questions "
- Data Model configuration changes.
We will keep updating this document in an ongoing manner based on feedbacks and experiences to ensure uniform benchmarks apply for all of our Customers.
- Incident Priority
- Priority cases examples