Targets for Bradford Networks Case receipt, assignment, resolution, and release. Initial follow-up after a reported problem is based on the severity level reported.
| Level |
Call Receipt |
Case Assigned |
Solution |
Release |
Case # emailed
within |
Customer contacted
within |
Patch or work around provided within |
Patch, maintenance or
major release |
| Emergency |
1 Hour |
1 Hour |
3 Business Days |
Maintenance Release |
| Critical |
1 Hour |
24 Hour |
30 Days |
Maintenance Release |
| Non-Critical |
1 Hour |
5 Business Days |
60 Days |
Major Release |
| Assistance/ Information |
1 Hour |
5 Business Days |
N/A |
N/A |
| Feature Request |
1 Hour |
5 Business Days |
N/A |
N/A |
