Contacting Support

Authorised users can log requests with the Service Desk. Use the following information to log and prioritise tickets for a timely response.

How to log a support request

To ensure a timely response, please select the best method of contact according to the priority and time of day.

Maximo support services

How to choose the right priority

Incident and service request priority determine the target response and resolution times. The following table demonstrates how to use impact and urgency to select the right priority for a support request.

Level

Definition

Description

1

Critical

High Impact/High Urgency
Major System Failure affecting large or critical parts of the organisation;

2

High

High Impact/Medium Urgency; Medium Impact/High Urgency
System Failure with some sections of the organisation affected or a significant threat of affecting large parts of the organisation;

3

Medium

Low Impact/High Urgency; Medium Impact/Medium Urgency; High Impact/Low Urgency
Partial loss of service to a small group of users or individual;

4

Low

Low Impact/Medium Urgency; Medium Impact/Low Urgency

5

Very Low

Low Impact/Low Urgency