Prioritization Policies

Cases should, in general, be worked on in a first come-first serve basis so that all customers are treated fairly and equally.

Some factors to consider when altering priority of support requests are below. If more than one applies, accumulate the effect. For example if a customer calls twice, is on after hours, and says that they cannot sell a ticket, then that is +5+5+10 -> so that makes it high priority

Factors affecting Priority	Effect	Subsequent Action
Venues that cannot process a sale	+10	Call the customer immediately
Any issue where data is not being stored in the database properly	+8	Call Customer and then after validation of the issue, Contact Tier II Immediately. Any data issues are of prime importance.
People with after hours support that left a message overnight	+5	Call the customer back and follow up response with email of link to web help, if applicable.
People who phone for support	+3	Evaluate contents of voice mail and email response and/or call back
People who left an email after close of business the prior day	+2
An extension to an existing support case with the same topic	+1	if the customer is not seeing the answer being provided, call the customer.
People requesting status on existing Tier II reguest	+1	attach new case (if there is one) to original case, determine status from Tier II and email the status to customer.
East coast support requests (mid afternoon only)	+1	Give time zone priority over west coast for email responses
An extension to an existing support case with a new topic	neutral	Create a new case and evaluate as normal priority
People who send a support personal email to a personal email account	neutral	Create a case and treat in order entered. Inform customer that email was logged with the case number.
A new case concerining an item already elevated to Tier II support	-1	attach new case as subcase of the original and email client that the information was attached to an existing case.
People who have been provided a workround but insist on a fix to Theatre Manager	-5	bring to attention of management