Prestele IT | Prestele IT Support: Your way to a quick solution

Your Prestele IT Support

The right way to a quick solution!

Business hours

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

Support Hotline

Your direct link to us
Ph: +49 89 990 18 17-20

Contact us

Send us a ticket:
ticket@prestele-it.com

Customer portal

this is the way to the
Prestele customer portal

Teamviewer

to the remote maintenance
Dowload

5 questions that will get you there quickly

1 - What kind of error did you receive ( short description with screenshot )?

2 - Where did this error occur ( Program and operating system version or name )?

3 - When did the error occur?

4 - How often did this error occur already?

5 - What "impact" / "urgency" does this error have 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)