Priorities and response times
How your answers on the case form set a case’s priority, and how soon Warde support answers it.
Support hours
09:00 to 17:00 Melbourne time, Monday to Friday, except Victorian public holidays. Response times count only these hours, and a business day is one of these days. Outside them we answer a P1 case as soon as we can.
Priorities
| Priority | Which cases | First response |
|---|---|---|
| P1 | Set only by Warde support, when nothing can be requested, approved or fulfilled, when access was given or taken away that no request or review asked for, or when the audit records for a finished action are missing or wrong. | 4 business hours |
| P2 | Something is not working and it is business critical, in production or not. | 4 business hours |
| P3 | Something is not working in production, and it is not business critical. | 3 business days |
| P4 | Something is not working outside production, and it is not business critical. Or a question or request. | 5 business days |
In production means you chose Production for “Is it production?” on the case form. Every business critical case gets its first response within 4 business hours. We can change a case’s priority once we have read it, and when we lower one we tell you why.
A first response is a person at Warde reading your case, taking it on and telling you so. The time runs from when the case reaches us.
Business critical
Turn on Business critical when your people cannot get or lose the access they need, when access changed that nobody asked for, or when audit records are missing. One person’s wrong access is enough. Leave it off when something is wrong but your people can still work.