InQuest Global Priority Level Definitions and Target Initial Response Times
InQuest will make a reasonable effort to ensure that its support staff promptly responds to Customer calls, responds to Customer support tickets, responds to Customer questions, and resolves product issues, according to the priority definitions and target initial response times identified in the table below:
Issue Priority | Basic Description of Issue Priority | Target Initial Response Time | Additional Notes | |
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Issue Priority 1 URGENT Target Initial Response Time: Within 4 hours |
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Issue Priority 2 HIGH Target Initial Response Time: Within 6 InQuest local business hours |
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Issue Priority 3 NORMAL Target Initial Response Time: Within 1 InQuest local business day |
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Basic Description of Issue Priority | Additional Notes | |||
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Issue Priority 4 LOW Target Initial Response Time: Within 2 InQuest local business days |
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Basic Description of Issue Priority | Additional Notes | |||
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Each customer will have input into determining the priority level of an issue, but the final determination will be made solely by the InQuest Support Team after they have been able to conduct their initial assessment of the issue.
Please note that these are non-binding service level targets, and while reasonable efforts will be made to achieve these targets, failure to do so is not considered a material breach of any agreement, nor can InQuest be held liable, financially or otherwise, on missed targets.