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Home > Platform Support > BenchPrep Support > Ticket Categories and associated Response Times
Ticket Categories and associated Response Times
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Here is a list of our Ticket Categories to help you classify and prioritize your ticket: 

 

Request technical support — Priority 3
General question/other — Priority 4
Report a bug or issue — Priority 3
Report a system outage — Priority 1
Report a minor service disruption impacting multiple users — Priority 2 

Contact your Customer Success Manager - Priority 4

 

 

Below is each priority level and the response times for tickets in that level.

 

  Definition Example

Response Time

Resolution Time
Priority 1 Critical issue that severely impacts the service. The situation halts business operations and no acceptable workaround exists.  Unexpected site downtime or the platform login page URL returning a 500 error instead of the login page.  15 minute initial response time. Update every 15 minutes.  Resolution ASAP, ideally 1-2 hours (no longer than 24 hours).
Priority 2 There is a partial, non-critical loss of use of service with a medium-to-low impact on the business, but the business continues to function.  Short-term workaround is available, but not scalable.  Service disruption affecting multiple users. For example; every user is suddenly unable to mark Confidence Levels. 1 hour initial response time. Updates every hour. Resolution within 24 hours. 
Priority 3 Inquiry regarding a routine technical issue; bug affecting a small number of users; cosmetic issues. Acceptable workaround available.  An issue that affects one, or a small group of users, a support request, or a question not answered by a Knowledge Base article.  24 hour initial response time. Resolution within 7 days. 
Priority 4 Information requested on application capabilities, navigation or configuration.  Acceptable workaround available.  A minor issue affecting one or more users, a support request or a product question that does not need to be answered or completed within one week.  7 days initial response time.  Resolution within 60 days (depends on release cycle/priorities).

 

Note: Most tickets are submitted with Priority 3. Use Priority 1 and 2 with caution, as these are reserved for critical issues affecting multiple users and/or system outages. 

Our knowledgeable and customer-focused support team monitors the queue, assesses every issue and diligently follows up on every inquiry.  Rest assured, we are here to assist you!
 

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