Support Priority Matrix
To improve the service that Aspedia delivers to all of it's clients, we request that you lodge your support request online. By lodging online, we can collect all the required information to understand the issue you are facing.
Aspedia uses a priority matrix to give our clients an estimate of how long it may take for support queries to be responded to and rectified. Please keep in mind that the target time frames here may change from time to time and we will use our best endeavours to meet the those targets.
For CRM and Website Clients
| Impact of Issue on Business Operations | Number of Clients Affected | ||
| Multiple Clients | Individual Client | ||
| Business cannot operate* | Urgent | Urgent | |
| Impaired operation with no workaround | High | High | |
Impaired operation but workaround exists | Medium | Low | |
| Business inconvenienced | Low | Low | |
* e.g. Website is down or unusable, or ecommerce is not working.
Priority Code Definitions
| Priority Code | Urgency of response | Target response* | Target resolution* |
| Severity 1 (Urgent) | Immediate, sustained effort using all necessary and available resources until service is restored | 30 minute | 2 hours |
| Severity 2 (High) | Immediate response to assess the situation, staff may be interrupted and taken away from low/medium priority jobs | 1 hour | 8 hours |
| Severity 3 (Medium) | Response using standard procedures and operating within the normal frameworks | Same day** | 5 working days |
| Severity 4 (Low) | Response using standard procedures and operating within the normal frameworks as time allows | Same day** | Best effort |
* Within core business hours (8:30am to 5pm, Monday to Friday AEST) ** Response within same business day if possible, otherwise within 8 business hours
