New BAU Ticket
Use this form to log new BAU Technical Support Requests.
Please note the below guidance on Severity definitions for Gold Members and Silver Members. We ask our members to select the severity applicable to the topics business critically. This helps us better manage our service. Thank-you!
SLA Definitions:
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Gold Members
Severity 1: 1hr response
Highest Severity Issues (Blockers)
Severity 2: 2hr response
High Priority Tickets
Severity 3: 6hr response
Medium Priority Tickets
Severity 4: 12hr response
Low Priority Tickets
Severity 5: 24hr response
Use for forward planning
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Silver Members
Severity 1: Not Applicable for Silver
Highest Severity Issues (Blockers)
Severity 2: 8hr response
High Priority Tickets
Severity 3: 14hr response
Medium Priority Tickets
Severity 4: 24hr response
Low Priority Tickets
Severity 5: 72hr response
Use for forward planning