Triage. 3.1. When dxw receives a new Support Ticket or a closed Support Ticket is reopened, it enters a triage queue. 3.2. When a Support Ticket is triaged, it is assigned a priority. 3.3. Support Tickets must be triaged and given a priority in the order they arrive in. 3.4. Support Tickets sent to ▇▇▇▇▇▇▇-▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇ are considered Emergency Support Tickets and must be triaged within one Support Hour of receipt and are triaged before other Support Tickets. 3.5. All other Support Tickets are Non-Emergency Support Tickets and must be triaged within eight Working Hours of receipt. 3.6. A Support Ticket’s priority is set by dxw based on our understanding of the impact and importance of the problem. 3.7. Please describe the problem and its impact as clearly as possible in the initial Support Ticket to allow us to set the priority appropriately.
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Sources: Supplier Terms, Supplier Terms, Supplier Terms