Below is a table that outlines how support requests that come through to support@compono.com are categorised and prioritised.
|
Priority |
Condition of priority |
Example scenario |
|
P1 |
Production issue impacting above 50% of users AND users are unable to perform a primary work function |
End users are unable to login or access the application or unable to create or complete a course in Clui |
|
P2 |
Production issue impacting 30 -50% of users AND primary work function impaired but there is a workaround |
End users are unable to perform a specific task/feature such as when module completion doesn't map correctly in Clui but learners are still able to complete other modules |
|
P3 |
Production issue encountered impacting 10 - 30% of users AND primary work function is impaired but there is a workaround |
UI element i.e. a button is misaligned on the page but does not impact its ability to perform an action |
|
P4 |
General technical or product question or request that has minimal impact on the system |
How do I use the Clui API to do "x"? or What happens when I do "y"? How do I do "z"? |
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