Different SLAs based on Severity/Priority
URGENT
where the customer is not able to function normally – example loss of power, no water, flooding, electric shock, no hot water, no gas connection, fridge not working, unable to move in, prop left open
This also includes any scheduling cases – Example: Tenant Move IN, TAC lead etc
HIGH
is a payments dispute/refund issue. This includes all Dashboard mails, Tenant Exit disputes, any refunds due within SLA,
LOW
is anything that is not within our usual scheme of things OR a major mnt issue which will take time to fix:
MEDIUM
all other issues.