When support incidents are submitted to Allied Telesis' Technical Assistance Center, incidents are assigned a Priority level according to impact on your organization's business as a whole and the urgency with which it requires resolution. One of our support representatives will confirm that the correct Priority level is assigned based on the information provided in the incident.
Below is a description of the incident priorities used by the Allied Telesis Technical Assistance Centers. Every incident is assigned an appropriate level of priority based on specific criteria, including support contract, service level agreement, and the technical support issue at hand.
You can view the Priority assigned to your Case in the Request Details:
Log into to your account on the Support Portal, then click on the Case you wish to view. The Priority setting is in the Request Details section.
Priority 1 - Network Down
Customer production network is experiencing broad or total outage(s), resulting in critical impact to business operations. No apparent work around is available, manual intervention is required. No spare inventory is available to rectify the problem
Priority 2 - Major Network Functionality Impairment
Production network is experiencing serious slowdowns, resulting in significant impact to network throughput and performance. Production network is experiencing isolated outages, resulting in critical impact to business operations. No apparent work around is available. No spare inventory is available to rectify the problem
Priority 3 - Some Business Impact
Equipment is not operating as desired. Inoperable equipment is not affecting the customer's production network, or the customer has spare inventory available to temporarily rectify the situation. Production network is experiencing minor slowdowns, resulting in minimal impact to network throughput and performance. Customer requires information or assessment in the capabilities, installation, sales, or configuration of ATI equipment.
Priority 4 - No Business Impact
General support inquiry or Customer is not covered under a Net.Cover, Engineer.Cover or Product.Cover service contract.