Support Priority Levels

Support Priority Levels

Priority levels are assigned based on an assessment of the impact of the problem and the urgency of its resolution.

Depending on the complexity of the request, most incidents have a resolution time of just 15 minutes. However, in normal incidents there is always the possibility that the resolution time will be a little longer than expected.

In this way, at Tertech we assign three levels of priority to the support of your company:

– High or urgent priority: related to critical problems that significantly impact the operation of the system, resulting in a total or partial interruption of your business activities. Therefore, they require a quick and effective resolution.

– Medium priority: This priority includes problems that affect part of the system’s operation. That is, there is no total interruption, although it is necessary to restore or repair it so that the system works at 100%.

– Low priority: They are related to minor issues or more general queries whose impact is not visible in the system. They usually involve questions about settings, additional information or other types of clarification.

However, whatever the level of priority, at Tertech we always respond with great professionalism and discretion to any questions that may arise. Your business is our asset, and we are here to assist you at any time.