Support Priority Levels
This help topic is applicable to the following TireMaster applications:
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TireMaster Point of Sale |
TireMaster Plus |
TireMaster Corporate |
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ASA has established priority levels for various types of support requests, along with the response times for each level.
Priority Level 1
Critical issues are classified as P1. The response time for P1 issues is one hour.
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P1:Critical—1 Hour |
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| System is down (server is down) |
| Glassfish server is down |
| eTireLink server is down |
| All printers are down |
| All users are unable to log in |
| SonicWALL is down |
| Outside technician is on site |
| ASA employee is on site |
| Unable to complete and print invoices (customers are waiting) |
| Unable to process credit card transactions (customers are waiting) |
| Remote store is down |
| Speed issues at all locations |
| First week of customer going live with new TireMaster or TireMaster Enterprise system |
| First week of customer going live after upgrading or moving to a new server |
Priority Level 2
High priority issues are classified as P2. The response time for P2 issues is four hours.
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P2:High—4 Hours |
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One terminal at a location is down or locked Note: For TireMaster locations with a single terminal, this issue escalates to P1 status.
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One printer at a location is down Note: For TireMaster locations with a single printer, this issue escalates to P1 status.
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Replication is down |
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Kill a print job |
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One terminal out of many cannot print or complete invoices |
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Some users are unable to log on |
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Error messages have occurred and users cannot process transactions on one or more terminals |
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Weeks 2–4 of customer going live with new system |
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Speed issues at one location |
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Late charges (aging) are not being applied |
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Unable to print AP checks |
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Unable to print statements |
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Orders are locked or in use |
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Issues with integrated applications (interfaces such as Epicor, CARFAX, and retread) that prevent daily processing |
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Cannot perform day-end close, if holding up statements |
Priority Level 3
Normal priority issues are classified as P3, which is the default priority level. ASA Support makes its best effort to respond to these issues.
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P3—Normal: Best Effort (Default Priority Level) |
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Printer issues (TireMaster Enterprise only) |
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One of many terminals is down or locked (TireMaster Enterprise only) |
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ODBC connection is down, ODBC query is not working, or both |
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Other issues not considered critical or high |
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General ledger is out of balance to subledgers |
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Inventory issues, pricing issues, or both |
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Unable to complete day-end or month-end processing (unless holding up statements) |
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Batch is out of balance |
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Schedule an upgrade or update |
Priority Level 4
Issues that do not fall into the first three priority levels are classified as P4 issues. Priority level 4 issues are responded to when possible.
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P4—Other: When Possible |
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For each issues or for each queries are needed Note: For each queries that take more than 15–20 minutes of work are billable.
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Documentation |
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Training questions Note: Calls expected to last more than 20 minutes are billable and must be scheduled.
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