Ticket Priority Sample Clauses
Ticket Priority. The customer may provide a priority for tickets. These priorities are as deemed by the customer and will, in most cases, not be changed by the vendor. However, these priorities only act as an indication to the vendor of ticket urgency to the customer, and are prioritised based on diagnosis by the vendor. In any case, the ‘Fix Version’ on the ticket will be updated by the vendor to indicate when the ticket will be resolved. The available ticket priorities are:
1. Urgent
2. High
3. Medium
4. Low Ticket status indicates the progression of the ticket through the vendor’s ticket review process. The following statuses can be applied to tickets:
Ticket Priority. No. Ticket priority Description 1 Priority 1 Virtual machine is not available on the Contractor hardware/software vRAM Swapped percentage of VM configured memory higher than 30% Number of MIPS per vCPU 2.2 GHz at least 800 vHD IOPS drop of more than 80% from the specified values Average response time of the virtual machine drive of more than 100 ms Packet loss percentage in the Contractor DTN higher than 1% Average network latency in the Contractor DTN higher than 20 ms Loss of access to the virtual machine management interface for more than 2 hours 2 Priority 2 Number of MIPS per vCPU 2.2 GHz, 800-900 vHD IOPS drop of 70% to 80% from the specified values Average response time of the virtual machine drive of 60-80 ms Packet loss percentage in the Contractor DTN higher than 0.4% Average network latency in the Contractor DTN from 5 ms to 20 ms Number of MIPS per vCPU 2.2 GHz, 900-1000 vHD IOPS drop of 60% to 70% from the specified values 3 Priority 3 Average response time of the virtual machine drive of 40-60 ms Packet loss percentage in the Contractor DTN from 0.2% to 0.4% Virtual machine is not available on the Contractor hardware/software vRAM Swapped percentage of VM configured memory higher than 30% Machine than 30% Number of MIPS per vCPU 2.2 GHz at least 800