XaaS Essentials – Response Times

Insight uses ITIL best practices for determining the Priority of a case.  Priority is a value derived from the intersection of impact and urgency.  Impact is an objective measure of the effect of a case on the business.  Urgency is a subjective value assigned to the Case by the business and it represents the speed at which the business expects the Case to be worked.  Clients can declare the Urgency as High, Medium, or Low; however, Clients cannot declare a case to be a Priority 1.  Priority is always derived from Impact and Urgency.  Insight measures Response Times against the derived Priority value based on the table below.

Impact

Impact will be entered in the system using the set of criteria listed below.

Impact – 1 - High

• Widespread outage or service degradation affecting multiple production locations
• Loss of customer facing service or directly impacting significant revenue

Impact – 2 - Medium

• Localized outage or service degradation affecting a single site or customer facing service
• Loss of redundancy to critical infrastructure

Impact – 3 - Low

• Isolated outage or service degradation affecting a small number of individuals
• Loss of redundancy to non-critical infrastructure

Urgency

Urgency will be entered in the system based on the judgement of Insight and at the direction of the client.  Should a case arrive in the system at a lower Urgency than deemed appropriate by the client, this value can be updated to reflect the client’s needs.

Urgency – 1 - High

• Visibility to customers or users cannot deliver a critical business function
• High risk of increased impact if not resolved quickly

Urgency – 2 - Medium

• Productivity hindered but work around available or a user cannot deliver a job function
• Some risk of increased impact if not resolved

Urgency – 3 - Low

• Little to no effect on production activities
• Unlikely to increase in impact until resolved

Priority

Priority is a system driven value that is derived from the table below.

Priority Level Definitions:

• Critical (Priority 1) - The system is inoperable or is at a severely reduced level of function resulting in an adverse impact on normal business operations, and no immediate workaround or resolution is available. The tickets will be worked continuously until resolved.
• Severe (Priority 2) - Intermittent failure or performance degradation that has limited normal business operations. These tickets are time sensitive and critical to productivity but do not cause an immediate work stoppage. No work-around is available and operations can continue in a limited capacity.
• Medium (Priority 3) – Conditions are defined as a minor situation that can be worked around without major impact to normal business operations.
• Low (Priority 4) – General questions or a minor situation that has little to no impact on normal business operations.

If Insight needs to escalate to the Client on a Priority 1, then the Client will be work it continually with Insight as Priority 1.  Otherwise, Insight will designate it as a Priority 2.

Case Management Response Times

Definitions:

Impact: The objective measure of the effect of a case on the business.

Urgency: The subjective value assigned to the Case related to time to resolve.

Priority: Defined as the intersection of Impact and Urgency.

Case Acknowledgement: Time measured from “Case Created” to “Case Acknowledged” by Insight.

Case Update: Add relevant information on case status to the case ticket.

Case Resolution:  Time measured from “Case Acknowledged” to “Case Resolved” OR “Case priority lowered” OR “Case moved to a Monitoring State.” Lowering case priority is defined by all of the following:

• Client service is restored
• Agreed to by Client
• Case remains open for further analysis or additional case activities