Request priority
When handling your support requests, we want to make sure we pick them up in the right order. That’s where request prioritization comes in.
Priority levels
At Skyscrapers use 4 prioritization levels in when handling support requests.
| Priority | Description | Max. Response Time |
|---|---|---|
| Production down | Any unplanned interruption to your Sksyscrapers services or a significant reduction in their quality. The event has a high likelyhood of causing loss of business or significant impact on your revenue/end-user experience. Make sure to escalate via the Dedicated 24/7 phone number (cfr. Create requests). | < 30 minutes 24/7 |
| Urgent | Urgent requests are blocking your team members to complete their work or are affecting your end-users when working with your product. Make sure to log this issue through the Slack workflow. (cfr. Create requests) | 2 business hours |
| Normal | All requests that need to be handled in a planned way using our regular flow. | Next Business day |
| Horizon | Requests that are not urgent at all but that will need to be handled pro-actively in the (near) future. | Best effort |
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