How are Support Requests categorized?
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Modified on: Tue, 9 Jun, 2020 at 2:31 PM
Support requests are categorized into four priorities, depending on the severity level of the incident, and how it is impacting the service.
Priority Level | Definition |
Level 1 | Complete system or service failure, total outage, or failure to send SMS to multiple networks. |
Level 2 | Failure to send SMS to one network or service degradation. |
Level 3 | Problem with one of the services or functionalities that don’t have a direct effect on the SMS termination process. |
Level 4 | Little effect on the system or service operations. |
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