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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, Pexip, and End-User will commit full-time resources to resolve the issue. | 1. A major service outage when more than three quarters of users or endpoints are not able to access Teams CVI (Cloud Video Interop), Google Meet or Pexip meetings. 2. More than three quarters of endpoints and soft clients are unable to register to service. |
| 2 - High | The service is severely degraded, or business critical aspects of the End Users’ experience are negatively impacted by unacceptable performance. Customer, Pexip, and End-User will commit full-time resources to restore the service during affected theatre’s business hours. | 1. Regional registration or calling issue for endpoints/users in a region. 2. A Cloud OTJ (One Touch Join) outage that impacts a majority of the endpoints. 3. A service outage when more than half of users or endpoints are not able to access Teams CVI/Google Meet/Pexip meetings. |
| 3 - Normal | A light degradation of service with medium to low impact on business operations. Single user can operate normally but with some inconvenience. Partner, Pexip, and End-User will provide resources to resolve the issue during affected theatre’s business hours. | 1. A calling, registration or provisioning issue that affects one or a small number of endpoints. 2. No access to, or requests to get, historical call analysis. 3. A Cloud OTJ issue affecting one or a small number of endpoints or meetings. 4. Password resets. 5. Not receiving e-mails from Portal. |
| 4 - Low | Non-service affecting issues, tracking of low impact issues, questions, or scheduled maintenance. Partner, Pexip, and End-User will provide resources as requested to resolve the issue during affected theatre’s business hours. | 1. General questions or in need of information. 2. No urgent response is required. 3. Tracking low impact issues. |