Impact Levels

Question:

-Which impact level should I choose when submitting a ticket?

Environment:

-Bryx Customer Portal

Answer:

Low:

-Non-critical errors: Isolated single-user issue.

-General question: General questions not related to an existing issue.

-Request for enhancement: Requests or Opinions on how to improve the solution.

Example: Dispatch group addition request.

*Initial response may take up to three business days.

Minor:

-System is operational: Not dealing with a total system outage. A singular piece of a larger system not functioning.

-Temporary workaround is available: There is an issue but a workaround is in place.

Example: A single station light not working.

*Initial response may take up to one business day.

Major:

-System is moderately impacted: Station Alerting component being non-functional.

Example: Entire station component not functioning such as all lights no longer illuminating.

*Initial response may take up to twelve business hours.

Critical:

-Overall system is non-functional: Affecting overall functionality and unable to perform day-to-day needs.

Example: SCU offline or other issues that result in a lack of station alerting.

*Initial response may take up to four hours.

*Bryx Support reserves the right to adjust impact levels if a ticket is submitted incorrectly. An example of this would be if a low-priority issue is submitted as a critical-priority ticket.

*Impact levels higher than low are only available to Station Alerting customers or users who have a paid SLA with Bryx.

*Response times specified are only applicable to Station Alerting customers or users who have a paid SLA with Bryx.