Response Time
- During office hours X-CAGO is actively monitoring live production via a ticketing system, email and production dashboards.
- Current response and resolution times based on the following priority types are:
|
Urgency level |
Description |
Expected Initial Response Time |
Typical Resolution Response Time |
|
Urgent (should be reported via email and phone) |
A system-wide failure or major issue causing a complete work stoppage with no workaround. |
Within 1 hour (24/7) |
As soon as possible, typically within 4 hours or until service is restored. |
|
High (should be reported via email and phone) |
Major functionality is impacted or significantly degraded. Partial outage with no immediate workaround. |
Within 2 hours (business hours) |
Within 1 business day or an agreed timeframe depending on complexity. |
|
Medium |
Moderate impact or non-critical issue. Functionality is impaired but a workaround exists |
Within 1 business day |
Within 2–3 business days depending on priority and resources. |
|
Low |
Minor issue or general inquiry that does not affect core functionality. |
Within 2 business days |
Within 5–10 business days or based on prioritization. |
- Resolution time may increase based on the complexity of the issue.
- Priorities are defined based on the type of issue and the turnaround time.