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Priority definitions from the Pexip SLA documentation
| Priority | Definition | Examples (Non-exhaustive) |
|---|---|---|
| 1 - Urgent | The service is down or there is a critical impact to business operation. No workaround exists. Partner and Pexip both will commit full-time resources to resolve the issue. | 1. Region has no access to VMRs. 2. Multiple endpoints and soft clients are unable to register to service. |
| 2 - High | Operation of components of the Pexip Service platform are severely degraded or business critical aspects of the End Users’ experience are negatively impacted by unacceptable performance. | 1. Regional registration/calling issue for some subscription/customers. 2. Unable to connect to new subscriptions/VMRs. 3. Single (1,2,3) PSTN number(s) does not work (no general PSTN outage) |
| 3 - Normal | A light degradation of service with medium to low impact on business operations. Single user is able to operate normally but with some inconvenience. | 1. No access to, or requests to get, historical call analysis. 2. Password reset issues. 3. Not receiving e-mails from portal. |
| 4 - Low | Non-service affecting issues and scheduled maintenance. |