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 # emailed within
|
Case Assigned
Customer contacted within
|
Solution
Patch or work around provided within
|
Release
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 |