What determines response times to customer issues?

By Lindsay
Sometimes I get asked what determines the response times/priority to customer issues.  I use the 3 S's.  These are:

Service

No Service and Support Agreement

Best Endeavours after all service and support customers and scheduled project customers.  Response limited to business hours only, and usually the next business day. 

Service and Support Customers

Gold – have priority over all other service levels and scheduled projects.  24 hour response.

Silver – have priority over Bronze service and support, but not scheduled projects.  Business hours only.

Bronze – have priority over casual customers only.  Next business day response.

Severity

Severity also plays a part in the response to customer needs.

Server or other problem affecting everybody  – highest priority

One workstation is down or only affecting one person – low priority (except see seniority)

Seniority

Seniority also plays a part in the response to customer needs.

The Managing Director/GM/CEO always gets higher priority than a member of staff.  An MD/CEO/GM can override severity, their call.