ICOMEX Work Order Prioritization
ICOMEX handles client requests on a triage-type basis.
When a request is received, the 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 our support staff to complete the request, with "Day 1" beginning the morning after the Work Order is assigned.
Priority Level 1 and Level 2 Work Orders are assigned immediately for rapid response issues.
Work Order priorities are determined by the nature of the request, the estimated time that will be required to fulfill the request, and the current status of our production workflow. The following illustrates how the triage process works:
Level 1 - Mission Critical Emergency
Examples: Web or Email Server Crashed, Network Outages, Other Equipment Failure, Power Outage, etc...
Response Time: Immediate Action Required
Level 2 - Urgent Need Request
Examples: Email sending or receiving issues, blacklist reports, iComEx systems problems or error reports, technical support requests estimated to require less than 15 minutes to resolve, etc...
Response Time: 8 - 24 Hours
Level 3 - Normal Request
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...
Response Time: 1 - 2 Business Days
Level 4 - Low Priority Request
Examples: Web site updates estimated to require more than 15 minutes to resolve, email newsletter creation, press releases, long-format news articles, service terminations, backup requests, etc...
Response Time: 4 - 7 Working Days
Level 5 - Back Burner
Examples: iComEx systems feature enhancements, custom programming projects, recommendations/consultations, etc...
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.
