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Ticket Types and Priority Classification

All support requests submitted to Emma Systems are reviewed and categorized to ensure they are handled using the correct process and escalation path.

 

Ticket Types

Incident

An Incident is defined as a situation where something has stopped working in your Emma Systems solution, or there is a reduction in service quality, availability, or uptime.

Question

A Question is a request for information or clarification related to an Emma Systems product.

Service Request

A Service Request refers to a standard change to your Emma Systems solution, such as:

  • Requesting access

  • Modifying an existing setup

  • Requesting adjustments or default configurations

  • Requesting additional features

Incident Priority Levels

All reported Incidents are assigned a Priority by Emma Systems. The assigned Priority determines the handling process and escalation procedure.

Priority 1 (P1) – Critical

  • No workaround available

  • Use of a critical system in the production environment is impossible, or

  • There is a severe risk to critical business operations

Handling:
P1 Incidents are immediately prioritized and assigned. During office hours (08:00–16:00), you will receive an update within 1 hour. If the Incident is not resolved within office hours, it will be handled by our Emergency Support Team (24/7).

Priority 2 (P2) – High

  • No workaround available

  • Major functionality is severely affected or restricted

  • Does not cause immediate work stoppage

  • Operations can continue in a restricted manner

Handling:
P2 Incidents are prioritized after P1 and handled as quickly as possible during office hours.

Priority 3 (P3) – Medium

  • Moderate loss or degradation of services

  • Work can reasonably continue in an impaired manner

Handling:
Handled during normal support operations.

Priority 4 (P4) – Low

  • Minor loss or degradation of services

  • Work can reasonably continue in an impaired manner

Handling:
Handled according to standard support processes.

Important Notes

  • Priority assignment is performed by Emma Systems in accordance with the SLA.

  • Providing accurate and detailed information when submitting a ticket helps ensure correct classification and faster resolution.

  • Reclassification may occur if the impact or urgency of an Incident changes.