P1 - Urgent
If your incident is P1 you must call us on +44 (0)800 5999 041. Examples include:
  • A reduction in capacity of traffic handling capability such that a major part of the traffic load cannot be handled by the system.
  • Significant loss of service in a business critical area.
  • Loss of safety or emergency capability.
We aim to respond to all P1 incidents within 1 hour and resolve within 1 business day

P2 - High
Examples include:
  • Reduction in capacity handling or traffic measurement function.
  • Repeated short outages greater than 2 minutes every 24 hours or continuing over longer periods.
  • Degradation or loss of access for operations and maintenance functions or routine admin functions.
  • Degradation of the system's ability to provide any system notification of critical or major alarms.
We aim to respond to all P2 incidents within 2 business hours and resolve within 2 business days

P3 - Normal
Examples include:
  • Restored P1 or P2 calls under observation.
  • Processor restarts with no traffic impact.
  • Any small impact on the system that impacts call processing, traffic handling or End User but does not prevent operator delivering service to the End Users.
  • Serious impact on operations and maintenance functionality.
  • Any condition that does not impact the functionality of the system or impact service to End Users.
We aim to respond to all P3 incidents within 2 business hours and resolve within 5 business days

P4 - Low
Examples include:
  • Minor change to customer environment.
  • Questions or How to's.
  • Password Resets.
  • Change Requests (AD Groups, Distribution Groups).
We aim to respond to all P4 incidents within 2 business hours and resolve within 5 business days

Please give as much information as possible when submitting your ticket and please tell us what impact this is having so we can prioritize your ticket correctly.

Need help finding this? Please refer to https://kb.smoothwall.com/hc/en-us/articles/360002270344

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