Priority Status Chart & Urgent Ticket Status

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Priority Status Chart & Urgent Ticket Status

NOTE: While the Priority field is not required, we do want you to use it! If you are reporting an issue that has high priority, please let us know and we will respond accordingly. The "Urgent" status is only available through the "Submit a Request" page and is intended for technical issues that are severely impacting the application's performance.

Our standard support SLA defines issue priority using the below rubric, so please keep this in mind when determining the priority of your request:

Priority Definition

Urgent

The Kyruus Health Application has complete loss of service for which no known workaround exists. The Customer’s use of the Kyruus Health Application cannot reasonably continue until the problem is resolved.

High

The Kyruus Health Application is causing significant or degraded loss of Customer use. This can be defined as a major product flaw with a workaround.

Normal

The Kyruus Health Application is experiencing an issue which has normal time criticality, delivery is not imminent, and there is little or no work stoppage resulting from this issue.

Low

The Kyruus Health Application is experiencing an issue which has low time criticality. The resolution will be delivered at a time the Customer and Kyruus Health Support team agree upon. There is no work stoppage resulting from this issue.

Time Sensitive Requests

We on the Kyruus Health Support team understand that some issues/requests have a time sensitive element to them, but may not fit within the Priority Levels outlined above. If you have a time sensitive issue or request, please add "TIME SENSITIVE" to your subject line, so we can triage appropriately.

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