Power Sentry 4 manual Problem Prioritization and Resolution Goals

Problem Prioritization and Resolution Goals

We will attempt to resolve every issue as quickly as possible, but sometimes you may find that your situation is not handled as quickly as expected. Newpoint Technical Support Engineers prioritize (and assign resources to) technical issues according to the criteria below, to ensure that all clients receive support for their most critical issues as soon as possible.

1. Priority One technical issues receive highest priority attention. These issues include system crashes, and major functionality or performance issues that prevent you from successfully operating your system. Our goal is to resolve these issues immediately. When you discuss a Priority One issue with a Support Engineer, the Engineer will accept no further calls from other users until the issue is resolved. All available resources are directed to your situation. We will give you an estimated time to resolve your issue if we can not solve the problem immediately.

2. Priority Two issues impede minor (non-critical) functions in the system. Our goal is to resolve these issues as soon as possible, but our Engineers may have to delay assistance if there are open Priority One issues. We will give you an estimated time to resolve your issue if we can not solve the problem immediately.

3. Priority Three issues do not impede the operation of your system. They include tutorial services, enhancement requests, aesthetic defects (spelling, color scheme, etc) and other non-critical problems. These issues will be addressed, but will not have greater priority than the issues discussed above.

Newpoint Technologies, Inc.	62	COMP-USER-006
Salem, NH 03079		Rev. 3.2 –01/31/01