How Requests are Prioritised

The Visualsoft Helpdesk is an essential component of the service that we are able to offer you, and helps us to provide technical assistance, change and training support.

The success of our Helpdesk depends on various factors, one of which is the effective prioritisation of issues. The prioritisation guidelines below provide a framework for identifying and addressing issues in a structured and efficient manner. These guidelines aim to ensure that the most critical issues are resolved first, thereby reducing the impact of any service interruptions and minimising downtime for users.

In this context, it is essential to have a clear understanding of the factors that determine the priority of an issue. For instance, an issue that affects a large number of users or is causing significant disruption to critical business processes should be prioritised over a minor issue that affects only a single user. These guidelines help to streamline the Helpdesk operations, allowing the team to allocate resources efficiently, optimise response times, and provide quality service to you.

SLAs

You can see in the final column the length of time we are committing to as a business to picking up your requests once they are within our system and how this changes based on the severity that a request is allocated.

These SLAs apply to all requests except Roadmap Suggestions.