Priority Definitions

A Priority 1 ticket exists when there is complete loss of service to an enterprise.  This means that no calls are being delivered to the enterprise, nor can the enterprise make any outbound calls.  Priority 1 tickets also include Circuit Down.

A Priority 2 ticket exists when an individual telephone number, or user, is unable to use the service.  In the event of a priority 2 situation some users are able to use the service, but others are not.

A Priority 3 ticket exists when there is some type of degradation of the service such as packet loss or slow internet connections.

A Priority 4 ticket exists when a Calling Feature does not work, or does not work properly.  Priority 4 tickets include Calling Line ID, CNAM, DTMF issues, Hunt Groups and other Feature related issues.

A Priority 5 ticket exists when some type of maintenance, either hardware or software is requested or required.

A Priority 6 ticket exists when there is a question relating to the service which is not service affecting.