Support Ticket Triage Matrix

Down System: No users are able to log in

Immediate 24×7×365

(If system is completely down after regular hours, customers may access Support through our emergency line described below.)

Severity 1: System Critical (core functionality failure)

Examples:

• Worklists cannot be accessed

• Payments cannot be posted

• Virtual Agent is unavailable

Immediate during business hours

Severity 2: Customer Critical (Process failure that results in direct financial impact)

Examples:

• Payment Plan and Payment Settlement jobs not completing

• Inability to load new business through ETL

• Invoices cannot be processed

Within 1 business day

Severity 3: Customer Non-Critical (Product Inconsistency)

Examples:

• Unable to process letters

• Credit reporting-accounts not reporting, or reporting when they should not

• Logic block errors

Within 1 to 2 business days

Severity 4: Customer Minimal Impact (Any other question or issue)

Within 2 business days