Enhancing Customer Experience through Case Prioritization and Classification

Board Support

At Board, we are committed to putting our customers first and focusing on providing the best possible experience. To achieve this, we have designed a system for prioritizing and classifying customer support cases. This method allows us to efficiently address your concerns and ensure that you receive the assistance you need. 

When you open a support case on our portal, you'll be asked to set a priority based on the impact and risk to your business. Our Support team will then assess the technical aspects of your case. They are well-versed in understanding these classifications, ensuring that your case receives the attention it deserves.  

We want to ensure clear communication and a customer-focused approach when addressing support requests. In the past, you might have come across the term "severity" to classify the criticality of support requests. Moving forward, we will be standardizing our terminology by using "priority" instead. Please note that any historical references to "severity" can now be considered synonymous with "priority." This change will help create a more consistent and customer-centric experience for all our users. 

Please note that we may occasionally need to adjust the priority of your case if we believe the factors of the case change or it has been submitted under an incorrect business impact level. Rest assured, if this happens, our support team will communicate the change to you and provide all relevant information. 

Thank you for choosing us as your partner. We look forward to working together to ensure your success and satisfaction.

Priority

Priority Levels	Classification	Notes/Definitions
P1	Critical	Entire BOARD system unavailable causing major business impact.
P2	High	Substantial functionality unavailable/ unusable potentially affecting a large user community.
P3	Medium	Elements of functionality unavailable/ unusable affecting a limited number of users with minor business impact.
P4	Low	Minor functionality unavailable/unusable, cosmetic issues, no immediate business impact

How to Identify a Critical Support Request

When submitting a support request, it's important to select the appropriate priority level to ensure that your issue is addressed efficiently. In this article, we'll help you determine if your case should be classified as Priority 1 (P1) Critical, which is reserved for cases with major business impact and severe loss or degradation of services. 

Please review the following criteria before submitting a critical support request. If you can answer 'yes' to any of these questions, your case may be considered P1 Critical: 

• Is the Board cloud instance down or unavailable? 
• Is the Cloud Admin Portal down or unavailable for all users? 
• Is the Cloud Connector down or unavailable for all users? 
• Is there an issue with a subscription Hub or Board IDP? 

By carefully evaluating your situation based on these criteria, you can help us address your concerns more effectively and ensure that you receive the support you need in a timely manner. If you are unsure about the priority level of your case, please don't hesitate to reach out to our support team for assistance.