ICOMEX Work Order Prioritization - Powered By Kayako SupportSuite

21 Nov 2009

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	ICOMEX Work Order Prioritization

Solution
ICOMEX handles client requests on a triage type, first come, first served basis. This is much the same manner in which a hospital emergency room functions.

When the request is received, a Production Manager creates a Work Order and assigns a priority level to the request, along with an anticipated due date based on that priority level. The Work Order is then assigned to the work schedule of an ICOMEX staffer to complete the request, with "Day 1" beginning at 9:00 AM the morning of the first business day after the Work Order is requested.

Priority Level 1 and Level 2 Work Orders are assigned immediately for rapid response issues. If Priority Level 1 and Level 2 Work Orders are entered into the work flow, they create delays in lower level Work Orders as they may be push back in the schedule to accommodate the Level 1 or Level 2 Work Orders.

Work Order priorities are determined by the nature of the request and the estimated time that will be required to fulfill the request. The following table illustrates how the triage process works:

* Level 1 - Mission Critical Emergency
o Examples: Web or Email Server Crashed, Network (T1) Outage,
Other Equipment Failure, Power Outage, etc…
o Response Time: Immediate Action Required

* Level 2 - Urgent Need Request
o Examples: Email sending or receiving issues, blacklist reports, ICX systems
problems or error reports, technical support requests estimated to require
less than 15 minutes to resolve, etc…
o Response Time: 2 - 4 Hours

* Level 3 - Normal Request
o Examples: Web site updates estimated to require less than 15 minutes to resolve,
technical support requests estimated to require more than 15 minutes to resolve,
email account setup / changes, DNS changes, server setup / changes, etc…
o Response Time: 1 - 2 Working Days

* Level 4 - Low Priority Request
o Examples: Web site updates estimated to require more than 15 minutes to resolve,
service terminations, backup requests, etc…
o Response Time: 4 - 7 Working Days

* Level 5 - Back Burner
o Examples: ICX systems feature request / recommendation, etc…
o Response Time: 4 - 6 Weeks

ICOMEX reserves the right to be the sole arbiter of the Work Order prioritization process. Please allow sufficient time for your request to be properly processed and executed.

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22 Jan 2008 06:48 AM