Different priority levels are used to classify the severity of the reported support issue to ensure a timely response.
The Kairos technical support function operates with four different priorities based on the severity of the support ticket filed. Please revert back to us if you think we have assigned the wrong priority to your ticket.
This priority is used for support when the business is halted, meaning the process or function cannot operate or there are potential safety issues. Response to customer must take place in <1 hour.
This priority is used for support tickets where the safety integrity or production is reduced and the process is impaired. Response to customer must take place in <4 business hours.
Used in cases where there is a need for a workaround to maintain production. All safety related functions are functional, but redundancy may be reduced to single systems. Response to customer must take place in <24 business hours.
Moderate or minor loss of functionality, product feature requests, how-to question fall under this severity level. Response to customer must take place in <24 business hours.