Priority Levels for Support Requests

Our Support team uses the following definitions for a Support Request’s Priority Levels:

Priority 1: Business critical

Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in non IT environments.

Priority 2: Urgent Attention

Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in non IT environments.

Priority 3: General issue

Includes most helpdesk support, remote services, all product questions, general support requests and related issues.

Terms and conditions

• The Support Request will default to Priority 3 (General issue) if not set by the customer.
• AlphaNZ reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect.
• Reclassifications are almost exclusively used in situations where a Support Request is submitted as Priority 1, but the situation contradicts this definition, usually because it is a non-production set-up issue, or how-to question.
• AlphaNZ may also increase the priority level if the situation is deemed to be more urgent than originally reported.
• AlphaNZ support work is carried out in normal business hours as published on our website. Any work undertaken outside those hours will incur additional services charges.
• AlphaNZ will charge for priority escalation whether inside or outside of business hours.
• AlphaNZ will charge for all call out visits.
• All Support Requests do carry a service charge for all work undertaken whether remotely on onsite unless covered within a customer’s Service Level Agreement(SLA).
• AlphaNZ reserves the right to accept or decline the service request.
• All service work is subject to the terms and conditions of trade as published here, on our website.