Support Services (SLA)

IGT currently uses 5 severity levels to categorize service tickets. We base the severity on the impact to the business and urgency of the issue being reported, with high impact, high urgency receiving the highest severity. We would like your feedback on how this is perceived by you, our customers to ensure that we are providing you with the right level of service.
Name: 


A red asterisk (*) indicates required questions.

  1. How important is it to you to have measurable Service Level Agreements on your Service Tickets? *
     
      1 2 3 4 5  
    Not Important  Very Important


  1. How knowledgeable are you on the difference between an Incident and a Service Request?*
     
      1 2 3 4 5  
    No Knowledge  Extremely Knowledgeable


  1. Today, how likely are you to be able to provide the information needed to categorize a Service Ticket based on impact and urgency? *
     
      1 2 3 4 5  
    Not Likely  Always


  1. If IGT offered you the option of categorizing your web ticket at creation instead of defaulting to Severity 3, how likely would you be to create tickets on the web? *
     
      1 2 3 4 5  
    Never  Always


  1. How satisfied are you with the way tickets are categorized?*
     
      1 2 3 4 5  
    Extremely Dissatisfied  Extremely Satisfied


  1. We currently have 5 severity levels. Is this too many or not enough? (S1, S2, S3, S3/P1, S4)*
     
      1 2 3 4 5  
    Not Enough  Too Many


  1. In general, how satisfied are you with our current resolution times on Service Tickets?*
     
      1 2 3 4 5  
    Extremely Dissatisfied  Extremely Satisfied


  1. What specifically are you satisfied or dissatisfied with about the current resolution times?*


  1. How fast would you expect Service to be restored on a High Severity Service Ticket?*
    Less than 1 Hour
    1 to 3 Hours
    4 to 6 Hours
    8 to 10 Hours


  1. How fast would you expect Service to be restored on a Medium Severity Service Ticket?*
    Less than 1 Day
    1 to 3 Days
    4 to 7 Days
    7 to 14 Days
    more than 14 Days


  1. How fast would you expect Service to be restored on a Low Severity Service Ticket?*
    Less than 7 Days
    7 to 14 Days
    14 to 30 Days
    more than 30 Days


  1. Please list any other comments.




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