Your Prestele IT Support

The way to a quick solution!

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Monday through Friday
08:00 to 12:00
13:00 to 17:00

Contact us

Put us directly a ticket in:
ticket@prestele-it.com

Teamviewer


here is the remote maintenance
Dowload

5 questions that will get you there quickly

1 - What kind of error did you receive ( )?
2 - Where did this error occur ( )?
3 - When is this have you ever performed?
4 - How often did you have this already?
5 - What does this mistake possess for you?

Priorities

A case/case (support case, change management, project task) can be classified into the following levels:

Prio-0

Prio-1

Prio-2

Prio-3

Prio-4

The priority is calculated according to priority = impact x urgency. These result from the query of impact and urgency.
Impact/ Urgency

4-lower

3-normal

2-high

1-very high

4-Person

Prio-4

Prio-4

Prio-3

Prio-2

3-Department

Prio-4

Prio-3

Prio-2

Prio-1

2-Location

Prio-4

Prio-3

Prio-1

Prio-0

1-Enterprise

Prio-3

Prio-2

Prio-0

Prio-0

Effects

Urgency

4-Person

This request concerns only one person.

4-Lower

Low urgency

(smaller activities which are not absolutely necessary for the current operation)

3-Department

This request concerns an entire department or a department cannot work.

3-normal

Normal urgency

(used as standard for normal activities when there is a concern)

2-Location

This concerns an entire site or a site cannot work

2-High

High urgency

(The case is more urgent than other requests and will be dealt with as soon as possible)

1-Enterprise

The entire company is affected and may not be able to work, e.g. in case of a total system shutdown

1-Very high

Very high urgency

(absolutely necessary for the running operation)

 

A case/case (support case, change management, project task)
can be classified into the following levels:

     

Prio-0

Prio-1

Prio-2

Prio-3

Prio-4

The priority is calculated according to priority = impact x urgency.

These result from the query of impact and urgency.

Impact/ Urgency

4-lower

3-normal

2-high

1-very high

4-Person

P4

P4

P3

P2

3-Department

P4

P3

P2

P1

2-Location

P4

P3

P1

P0

1-Enterprise

P3

P2

P0

P0

Dringlichkeit

Auswirkungen

4-Person

This request concerns only one person.

3-Department

This request concerns an entire department or a department cannot work.

2-Location

This concerns an entire site or a site cannot work

1-Enterprise

The entire company is affected and may not be able to work, e.g. in case of a total system shutdown

Dringlichkeit

4-lower

Low urgency

(smaller activities which are not absolutely necessary for the current operation)

3-normal

Normal urgency

(used as standard for normal activities when there is a concern)

2- high

High urgency

(The case is more urgent than other requests and will be dealt with as soon as possible)

1-Very high

Very high urgency

(absolutely necessary for the running operation)