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KB: Support Ticket Priorities and Service Level Agreements (SLA)

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Situation

What priority should I assign to a ticket?

What should I expect in terms of a response?

Solution

See below for information on:

  • Ticket ID and Priority
  • Terms of Service and how they relate to your support

 

Ticket Priorities and Service Level Agreements (SLA)

This article is to help you understand the Proofpoint Essentials Support SLAs in better detail and what each Priority means in our system. If you need to open a support ticket, click here.

Ticket ID & Priority

Support tickets are assigned a Ticket ID and an auto responder email is relayed to the user who submitted the Ticket ID through one of the mediums above. Your ticket will be assigned a priority automatically. If you feel the assigned priority is not appropriate for your ticket, you can change this priority directly by logging on to https://Proofpoint.com/essentialscommunity. 

Support Priorities are assigned to all tickets and take the entire service and our user base into context when assigned. The below table shows examples of support request response times and assigned priorities. Remember that you can change an assigned priority at any time.

The Support team reserves the right to change the priority pending review of the criteria of your ticket per the table below.  You will be notified via a comment in the ticket if any priority changes are made. The default priority is P3.

Service Level Agreements

Please remember that in your terms of service, your company, our partner, shall provide tier 1 support for your end-users. Proofpoint Essentials Support will assist in finding a solution for you only after tier 1 resources have been exhausted. Direct end-user support will not be provided and any direct contact will be deferred back to our partner for assistance.

Priority 

Definition and Typical Examples 

Target Response Time 

P4 
  • General questions or feature requests
  • Questions relating to the Proofpoint Essentials platform and its operations which are for information purposes only.

1 Business Week 

 

P3

 
  • Single group/domain affected.  Other email received by and sent by subscribing customers unaffected. 
  • Minor number of users affected by unusual increase in Spam (not all users are affected in the company).  
  • False Positive: User is unable to send/receive a particular type of email.
  • Messaging problems with an unknown cause, affecting a number of users.

Before end of next Business day 

P2

 
  • Email Deliverability: Most or All email get extraordinary delays and/or email cannot be sent/received and is being rejected
  • Many users affected by an unusual increase in spam and/or viruses.

4 Hour Response

P1

 
  • Email for all users is affected. 
  • Normal inbound email is not possible. 
  • Admin login page unavailable.  

1 Hour Response