Priorities and response times

Not all problems are the same: a completely stopped bot takes priority over a change request. Here you can see the levels and what to expect.

The levels

Level	What it means	Example	First response
Blocking	The service is down for everyone	The callbot does not answer calls	to be defined
High	Important function degraded	WhatsApp voice messages are not understood	to be defined
Normal	Limited problem, the service works	A recurring wrong answer	to be defined
Request	No failure: change or question	Change the summary recipients	to be defined

We assign the priority when we take charge, based on the real impact. If you think it was underestimated, reply to the ticket and explain it: it can be changed.

What you need to do

Describe the real impact: "the bot gives a wrong answer to a question" and "the bot is dead" are two different worlds. An accurate ticket gets the right priority the first time.

Limits

• The indicated times are first response times during support hours, not resolution times: resolution depends on the problem.
• Outside of these hours, on-call rules apply: see Orari.

From the app

You can see the priority assigned to your ticket in the ticket details, also from the app.