Different priority levels are used to classify the severity of the issue and ensure timely response.
The Eldor support function operates with three differens priorities based on the severity of the incident. Please revert back to us if you think we have not assigned the correct priority to your support ticket.
Priority CRITICAL
This priority is used for support when the business is halted, meaning the process or function cannot operate or there are potential safety issues. Response to customer must take place in <1 hour.
Priority HIGH
This priority is used for support tickets where the safety integrity or production is reduced and the process is impaired. Response to customer must take place in <4 business hours.
Priority MEDIUM
Used in cases where there is a need for a workaround to maintain production. All safety related functions are functional, but redundancy may be reduced to single systems. Response to customer must take place in <24 business hours.
Priority LOW
Moderate or minor loss of functionality, product feature requests, how-to question fall under this severity level. Response to customer must take place in <24 business hours.