support guidelines

Problems can be categorised as follows

Severity Level 1

A system failure causing severe disruption or inability to carry out normal work. This should be notified to Bizante as soon as possible by telephone, email or both. This category of problem carries the highest priority and all reasonable endeavours should be used to resolve the problem or find a workaround as soon as possible – ideally the same day.

Severity Level 2

A system malfunction causing major irritation but a workaround found. This should be notified to Bizante using an online system which will raise a work-order / reference number. Within 24 hours of the request Bizante will acknowledge receipt of the request and provide a timescale (not more than three working days) to respond with a course of action.

Severity Level 3

Minor fault that causes minor irritation. This should be notified to Bizante using an online system which will raise a work-order / reference number. Within 48 hours of the request Bizante will acknowledge receipt of the request and provide a timescale (not more than ten working days) to respond with a course of action.

If research into a problem shows that an upgrade or new investment – hardware / software – is required to resolve the problem then the New Requirement process will be followed.