Customer A with a Bronze service level package calls in a Critical System Failure

Customer A with a Bronze service level package calls in a Critical System Failure at 9:00 AM. Customer B with a Silver service level package calls in a Critical System Malfunction at 10:00 AM. Customer C with a Gold service level package calls in a Critical System malfunction at 11:00 AM. Customer D with a Platinum service level package calls in a Support system malfunction at 11:30 AM. In which order should the technician visit the customers according to the priority level of their service level packages and problems?

Transcribed Text:

Service Level Platinum Gold Silver Bronze Critical System Malfunction 6 hours 12 hours 24 hours 48 hours Support System Malfunction 12 hours 24 hours 48 hours 72 hours Critical Systern Failure 4 hours 8 hours 12 hours 24 hours Support System Failure 8 hours 12 hours 24 hours 36 hours

Solution

Step-by-Step Answer:

1. Identify the Problems and Service Levels:
   • Customer A (Bronze): Critical System Failure at 9:00 AM (24-hour response time).
   • Customer B (Silver): Critical System Malfunction at 10:00 AM (24-hour response time).
   • Customer C (Gold): Critical System Malfunction at 11:00 AM (12-hour response time).
   • Customer D (Platinum): Support System Malfunction at 11:30 AM (12-hour response time).
2. Prioritize by Service Level:
   • Platinum (D): Highest service level.
   • Gold (C): Second highest.
   • Silver (B): Third.
   • Bronze (A): Lowest.
3. Prioritize by Problem Type:
   • Critical System Failure: Most urgent.
   • Critical System Malfunction: Urgent, but less critical than a failure.
   • Support System Malfunction: Less urgent than critical issues.

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