What are your priority levels and definitions?

Shaun Richards

Updated June 26, 2023 08:15

INCIDENT - "An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, one user failed to migrate out a hundred"
SERVICE REQUEST - "A formal request from a user for something to be provided – for example, a request for information or advice; to provide documentation; or to assist in installation or operation of the product. Service requests are managed by the request fulfillment process by using the “Ask a Question” form via the CloudM Help Center.

WEEKEND SUPPORT - The scope for Weekend Support is set for Priority 1 (Urgent) issues only, as defined below, with a 4-hour initial response time and 8-hour update schedule.

Priority Level & Definition

Weekend Priority 1

CloudM Migrate Definition

CloudM Automate Definition

System unavailable
Incorrect system operation causing critical business impact
Example - Server error using CloudM Migrated Hosted
Example - Hosted VM inaccessible
Example - A self-hosted migration has 100% tool failure.

Connection tests for source/destination are failing to connect

System unavailable
Incorrect system operation causing critical business impact.
Example - Server Error

**NOTE** It is the responsibility of the CloudM Product Support Engineer to determine an appropriate priority and action based on business impact. The CloudM Support Manager will progress as agreed and escalate to the CloudM Head of Product Support or Customer Experience Director as appropriate. Please do make attempts to chase the corresponding ticket via the Product Support Team before invoking an escalation.