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<br /> <br /> <br />Response Times <br />Response times will vary and are dependent on the priority of the call. We do our best to ensure that we <br />deal with incoming calls in the order that they are received, however, calls will be escalated based on the <br />urgency of the issue reported. Our response time guidelines are as follows: <br />Priority 1: 1 - 24 hours <br />Priority 2: 1 - 2 business days <br />Priority 3: 1 - 5 business days <br /> <br />Call Priorities <br />In an effort to assign our resources to incoming calls as effectively as possible, we have identified three <br />types of call priorities, 1, 2 & 3. A Priority 1 call is deemed by our support staff to be an Urgent or High <br />Priority call, Priority 2 is classified as a Medium Priority and Priority 3 is deemed to be a Low Priority. <br />The criteria used to establish guidelines for these calls are as follows: <br /> <br />Priority 1 - High <br /> <br />• System Down (Software Application) <br />• Inability to process payments <br />• Program errors without workarounds <br />• Incorrect calculation errors impacting a majority of records <br />• Aborted postings or error messages preventing data integration and update <br />• Performance issues of severe nature impacting critical processes <br /> <br />Priority 2 - Medium <br /> <br />• Calculation errors impacting a minority of records <br />• Reports calculation issues <br />• Printer related issues (related to interfaces with our software and not the printer itself) <br />• Security issues <br />• Workstation connectivity issues (Workstation specific) <br /> <br />Priority 3 - Low <br /> <br />• System errors that have workarounds <br />• Usability issues <br /> <br /> <br /> <br />Page 2