Severity & Response Windows
The Rawls Group Technology Department maintains core-coverage hours of Monday - Friday 9am - 5pm. We are closed on Holidays and follow the Rawls Group Operating Partner's calendar. Tickets created with a SEV1 or SEV2 are considered non-emergency and will be given a response during core-coverage hours. Tickets created with a SEV3, SEV4, and SEV5 have increasing urgency and are handled with high priority.
When you fill out a new help desk ticket, you are given the opportunity to assign a priority for the ticket based on SEVerity. The chart below-left displays our target response time while the video below-right demonstrates the process of choosing a SEVerity.
The Rawls Group Technology Department may at certain times adjust a ticket's SEVerity rating to reflect the most appropriate urgency. This may occur during the progression of a ticket's life cycle - tickets may be promoted or demoted as necessary.
When you fill out a new help desk ticket, you are given the opportunity to assign a priority for the ticket based on SEVerity. The chart below-left displays our target response time while the video below-right demonstrates the process of choosing a SEVerity.
The Rawls Group Technology Department may at certain times adjust a ticket's SEVerity rating to reflect the most appropriate urgency. This may occur during the progression of a ticket's life cycle - tickets may be promoted or demoted as necessary.
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0-2hrs: SEVerity 5 [Rawls Group Escalation]
0-4hrs: SEVerity 4 [Server Offline] 0-4hrs: SEVerity 4 [Network Issue - Internet & Phones Total Outage] 0-4hrs: SEVerity 3 [Network Issue - Internet Offline] 0-4hrs: SEVerity 3 [Network Issue - Phones Offline] 0-1 days: SEVerity 3 [Multiple Users Impacted - Business Interrupted] 0-2 days: SEVerity 2 [Multiple Users Impacted - Business Functional] 0-2 days: SEVerity 2 [Single User Impacted - Business Interrupted] 0-5 days: SEVerity 1 [Single User Impacted - Business Functional] |
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