Support Calls - Call Priorities

Call Priorities

When a call is logged the caller should indicate the priority of the call according to the table below. This allows Scope Systems staff to ensure business critical calls get immediate response.

Priority	Definition	Example
H - High Severity	Business impact is immediate. This stops the business processing or causes significant effort to work around. Critical Business Impact with no alternative.	Many users unable to access the System. Critical payroll errors. Holding up month end processing which is near the critical reporting time. Server problems. Major integrity problems.
M - Medium Severity	Medium Business Impact usually affects only a few users.	Most day to day calls other than the items listed under the headings High or Low severity, in the boxes above or below. E.g. Cancelling a cheque or Purchase order. Activefax not working. Problems with bank reconciliation. Query with setting up a stock item or with a PM work order.
L - Low Severity	Minimal Business Impact with alternatives	All change requests for reports and customisation. Requests for a new form layout. Exploring new alternatives for processing. A quote for a new report. Requests for training / site visits. Changes in numbers of the Software licences.

Where a call priority is High (i.e. Stopping a pay run or key month end deadlines, or if the System is not operating at all) Scope Systems undertakes to process and handle the Support Call within two hours as outlined above.

When a high priority event occurs, clients are "also" encouraged to phone Scope Systems support number directly:
Office Hours - Call +61 8 9245 9900
Alternatively the after hours mobile if outside of Office Hours (this is provided to you as part of your support agreement)

To log a call, please use the support form