Once the support request is logged in this Ticketing Portal, the Initial Response Time SLA will be calculated based on to the selection you made in the form for the following fields, Impact and Urgency. How is the Incident Priority assigned to my request?
Impact: measure the effect of an incident on a business' processes. Impact is generally based on how your quality of service is affected.
Urgency: is a measure of the time for an incident to significantly impact your business. For example, a high impact incident may have low urgency if the impact will not affect the business.
The combination of the two factors above will set the Initial Response Time SLA as per table below:
Initial Response Time (SLA): is the time taken by the agent to respond to a ticket for the first time and start the troubleshooting of the reported issue.
I would like to have a faster IRT SLA:
If none of the above mentioned IRT SLA meets your business needs please get in touch with our TD SYNNEX Trusted Advisor in order have more information on the possible IRT SLA customization. Cloud Support Services - TD SYNNEX
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