Support case priority (1 to 4)
Catalog row in Vendor License Metrics · Cited
- Unit
- Priority level
- Aliases
- Priority 1 to 4
- Definition
- Customer Center FAQ: cases are assigned priority numbers from 1 to 4; the priority sets the response time and Priority 1 requires active customer participation.
- Counting rules
- The response timeframe depends on the institution’s service level and the case priority.
- Floors / minimums
- Priority 1 is reserved for the most urgent or critical issues.
- Applies to products
- Ellucian support
- Product category