When raising a new case for the support team's attention, it’s important to assign the correct priority to ensure the issue is resolved within an appropriate timeframe. The available priority levels and the conditions under which they apply are outlined below.
Priority 1
Critical Impact
Service unavailable on any platform for any user, or business-critical software is inoperable.
Portal unavailable for any user.
Bank file submission failing.
Pay runs not completing.
Priority 2
Significant Impact
A partial loss of service access, or business-critical software has been significantly affected but it's still operable.
Module unavailable for all users.
Salary amendments.
Invalid IBAN code.
Payroll submission not appearing in ROS.
Bank file deadline.
Priority 3
Minimal impact
Minor degradation of the system performance, or a problem is reported in non-business-critical software, for example UAT, causing minimal impact.
Amendments or updates to individuals.
Cancelling a payment.
Deleting a timesheet.
Error on a cost allocation.
Priority 4
No Impact
Problem in non-business-critical processes, causing negligible or no business impact.
A user account is locked.
Access to a screen.
Cannot see staff qualifications on personnel.