Escalations

The escalations for the attention of incidents depend on the Level of affectation of the services according to their Priority

Escalation Levels:

Prioridad:

• Priority 1 (P1) Affectation of the entire service

Examples: Server down, Unable to sign agents, Operation frozen

• Priority 2 (P2) Degradation or partial affectation of the service

Examples: Cannot update information, Process showing error, Cannot sign a user to the application, Data precision, information cannot be uploaded

• Priority 3 (P3) Affectation of a small group of users or some requirement that does not affect the performance of the service (eg reports, improvements, doubts, etc.)

Examples: Failures that do not affect the operation or "Desired Requests" such as Developments, Implementations, Integrations, New filters, Modifications to existing flows, Any modifications outside the flow of the original scope