Frequently Asked Question
How to select your category, depending on the problem
Last Updated 3 years ago
- Critical Problem / Hermes Problem
Critical system is down - Little to no functionality (Email, Hermes)
No workaround, data corrupted with many users affected
Regulatory or legal implications
Password Resets
All Hermes related problems are to be under the Hermes section.
Any requests made on Public Holidays/Weekends, are to be escalated via mobile. - Medium Priority
Applies to functionality severely restricted
No workaround with several users affected
Examples: Local Area Network, WiFi outage, PABX (Office Phones) outage - Normal Priority
Applies to basic functionality with some restrictions
Workaround available, with one or more users affected
Examples: Local storage problem, Lagging Computers, Slow connectivity - Low Impact Problems
Applies to minor problems, with functionality unaffected.
Cosmetic Problems
Examples: Printer problems, Cable management