Ticket Prioritisation

Galtec operate a ticket prioritisation system that enables us to allocate appropriate response times to different priority levels. The priority level assigned to each ticket determines the urgency and impact of the issue, which in turn dictates the speed of our response. Our SLA response times are tailored to ensure that critical issues receive immediate attention while providing timely assistance for lower-priority matters. SLA responses are detailed within Customer Statement of Services Document in Appendix 2: Service Levels.

The following prioritisation matrix applies:

Tickets raised by any users identified as VIP users are dealt with as Priority 1.

Priority 1 - High Urgency High Impact:

For Priority 1 tickets, representing critical issues with high urgency and significant impact on your operations, we are committed to providing the fastest response times. Our team will respond promptly within the allotted SLA response time, ensuring that immediate action is taken to address the situation and restore Customer business functionality. Priority 1 incidents must be logged by telephone for SLA timers to apply due to the urgency of the incident.

Priority 2 - High Urgency Medium Impact / Medium Urgency, High Impact:

Tickets classified as Priority 2 are urgent and demand timely resolution. They may have a medium-level impact on your operations or are of high impact but with a lower level of urgency. Our team will promptly address these tickets after Priority 1 cases, ensuring their timely resolution.

Priority 3 - High Urgency Low Impact / Medium Urgency, Medium Impact / Low Urgency, High Impact:

Tickets categorised as Priority 3 require attention due to their urgency but may have a lower impact on your day-to-day operations. These tickets will be addressed after Priority 1 and 2 cases, with appropriate attention to their resolution based on their respective impact and urgency as defined within your Statement of Services.

Priority 4 - Medium Urgency, Low Impact / Low Urgency, Medium Impact / Low Urgency, Low Impact:

For Priority 4 tickets, representing matters with medium to low urgency and minimal impact on your operations, our SLA response time is defined in your Statement of Services. While these issues are important, they will be addressed after higher-priority cases, allowing us to efficiently manage resources while still providing diligent support.