To make sure your request is prioritized correctly, LISS has established the following service request severity definitions:
Priority 1 (Urgent):
Your network is “down” or there is a critical impact to your business operations. CLIENT and LISS will commit all necessary resources around the clock to resolve the situation.
Priority 2 (High):
Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected. CLIENT and LISS will commit fulltime resources during normal business hours to resolve the situation.
Priority 3 (Normal):
Operational performance of your network is impaired while most business operations remain functional. CLIENT and LISS are willing to commit resources during normal business hours to restore service to satisfactory levels.
Priority 4 (Low):
You require information or assistance with product capabilities, installation, or configuration. There is little or no effect on your business operations.