Classification

When submitting the request, users should advise the urgency of the ticket. Based on the customer information, this ticket will be triaged into the following categories:

Issue Type	Description/Definition	Response Time and Resolution Target
Severity 1 Business critical (System Down)	- Eftsure portal down, - Users cannot enter the Eftsure workspace or are unable to access data, - Users cannot enter an Eftsure feature.	Respond within 2 hours Resolve within 4-8 business hours
Severity 2 Business critical no work around (Time critical)	- Issues with suppliers not completing onboarding or issues with payment verification, - A specific, time critical, business function is out of action or malfunctioning - Generate Payments problem	Respond within 4 hours Resolve within 16 business hours
Severity 3 Business critical with work around (Non-time critical)	- Issues within the portal but users have a work around available, - A specific, non-time critical, business function is out of action or malfunctioning - Unable to Add/Amend Information	Respond within 8 hours Resolve within 4 weeks
Severity 4 Non-business critical (Others)	- No discernible impact to current business process, - Request general information regarding the product, its procedures, or functionalities. - Request customisation.	Respond within 24 hours Resolved within 8 weeks