What is Defined by a High Priority Service Request?
A High Priority Service Request is defined by the level of impact and the availability of the service.
Where a service becomes unavailable for ALL tenancy users, the Service Request will be given a High Priority.
Please see the below:
|Service Available||Service Unavailable|
This is to match Microsoft as below:
High Priority Service Requests must be due to a Microsoft Incident or Outage. Incidents raised as a result of a Reseller/user action will be handled at normal priority.
A non high-priority case would be if one user is affected by a service interruption. Similar issues will be dealt with within the normal Westcoast SLA's.
A request for a High Priority case can ONLY be initiated by a phone call to the Service Desk.
A list of examples of non-supported scenarios can be found: