Supported by the GlobalNOC at Indiana University

GRNOC Customer Impact Guidelines

Customer Impact is a subjective scale of measure used to quantify the current impact of a problem or maintenance on the customer’s operations, performance, and usability. Set in conjunction with the customer, it may change as the ticket progresses and is used for ticket escalation. Customer Impact seeks to answer, “How high of a priority is the problem/maintenance to the customer?” 

Unless otherwise stated by the customer, all customer initiated or reported trouble(s) will be set by default to an “elevated” or 3-day turn-around status. 

If there is an active alarm being presented, the ticket tracking the resolution process to clear that alarm will be a minimum of Customer Impact 3-Elevated until that alarm has cleared. 

 


 

1-CRITICAL   

  • A problem or issue for which the customer needs immediate, undivided attention from NOC staff until resolved.
     
  • The customer is expected to be available immediately to commit full-time resources until the situation is resolved.
     
  • The NOC uses this by default when the network is monitored to have an outage of a non-redundant core network element.

 


 

2-HIGH

  • A problem or issue for which the customer needs resolution within 1 business day.

  • The customer is expected to commit resources to resolve the situation between the hours of 1300 and 0100 UTC (1200 and 0000 UTC when Daylight Saving Time is in effect).

  • The NOC uses this by default when the network is monitored to have an outage of a redundant core network element.

 


 

3-ELEVATED

  • A problem or issue for which the customer does not need immediate resolution, but needs NOC attention within 3 business days.

  • The customer is expected to be available to provide information or assistance when available during normal business hours.

  • The NOC uses this by default when a customer connection or session is monitored to have a problem or outage. This is also used by default for maintenance which is both NOC initiated and customer impacting.

 


 

4-NORMAL

  • No impact to the customer’s operations, performance, and usability.

  • Non-urgent customer service requests.

  • Routine installation/provisioning tickets, non-customer impacting maintenance, and customer initiated maintenance.

 

Your request has been completed.