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Priority Classification for Reported Incidents

Modified on Fri, 21 Jul 2023 at 09:19 AM

This article will explain how Aico's Support Team prioritises customer incidents.


Priority Classification for Reported Incidents
1UrgentDefinition: An incident is classified as Urgent if the incident has an impact on a large group of users or a whole functionality.

A fault situation in the Aico PROD system where one of the following applies:
(1) The whole system or a critical part of the system is completely out of use for the Customer,
(2) The performance of the Aico system or the environment is completely  degraded,
(3) The application has stopped, or
(4) Services are so unstable that normal actions cannot be performed.
2HighDefinition: There is no workaround available, but the business impact is not critical.

A fault situation in the Aico PROD system where one of the following applies:
(1) A critical part of the system is partly out of use,
(2) The performance of the Aico system is significantly degraded and/or the application or services are continuously unstable,
(3) The faulty behaviour of the Aico system has an impact on another system's functionality or performance.
3MediumDefinition: The fault situation does not prevent the use of the Aico system completely or it is otherwise not urgent.

A fault situation in the Aico PROD system that disturbs the use of the system:
(1) A non-critical part of the system is out of use, or
(2) The incident has an impact on individual users.
4LowDefinition: This category contains also any other incidents that have no business impact, i.e., incidents on the Aico TEST system.

A fault situation in the Aico PROD system that prevents or disturbs the use of the system:
(1) The fault situation can be bypassed without preventing the use of the system or making it significantly more difficult, or
(2) The fault is occasional and does not disturb using the system, the fault has an impact on special services that are seldom used and/or can be bypassed.



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