At Remarkable Health we understand the importance of prioritizing the right issues in the right order. We want to ensure we are handling the critical issues quickly and that we are clearly defining what constitutes “critical” in order to ensure things do not jump in line that may be less severely impactful in nature.
Priority - Objective and as defined by Remarkable Health. Customers are allowed to initially set the priority, however, it must adhere to the definitions of each priority outlined by Remarkable Health or it will be modified in accordance with the correct corresponding definition.
Severity - Subjective and defined by the agency. Demonstration of the impact to the agency or the urgency in which a request is being submitted. Customers are allowed to set and modify the severity at any point throughout the lifecycle of a ticket.
|
PRIORITY |
SEVERITY |
|---|---|
|
Priority 1 All users unable to log into the system, access client records or enter data. A work stoppage is present without a workaround. Issues resulting in a system-down impact to the agency. |
System Down All users unable to log in or access the CT|One System or all users unable to generate and send any claims out the door. |
|
Priority 2 Cash-flow impacted with users unable to produce or transmit claims, post payments or critical loss of functionality with an inconvenient or non-existent workaround. Issues resulting in a critical impact to the agency. |
Critical Significant cash flow impacted or critical impact to the agency with sub-system outage. |
|
Priority 3 A functions or sub-system of the software is inoperable or having performance issues. The issue is impeding standard workflow with a workaround that is inefficient. Issues causing a significant impact to the agency. |
High Majority of users experiencing issues requiring tedious workarounds or significant productivity loss. |
|
Priority 4 Minor cosmetic or functionality issues resulting in limited disruption with a workaround. Verified defect not meeting cash-flow or critical impact status. Issues causing minimal impact to the agency. |
Medium General workflow disruption with a workaround. |
|
Priority 5 General questions and requests for information and or training. Change Requests or requests for additional functionality not currently in the product. |
Low Minimal to no impact to the agency. Requests for changes to the current system design or general requests for information and how-to inquiries. |