Ans. When it comes to prioritizing and responding to support requests or tickets, we follow a systematic approach:
Severity assessment: We assess the severity of each support request based on its impact on business operations.
Priority assignment: We assign priorities to support requests based on their severity, urgency, and impact on critical business processes.
SLA adherence: We strive to meet the Service Level Agreement (SLA) commitments for response and resolution times based on the assigned priority.