Service Level Support

Severity Level” means one of the four categories listed below which describes the seriousness of a defect:

Priority Matrix Description & Examples Response
(Acknowledgment) Time
P0 – Critical Priority 0 (P0) or CRITICAL DEFECT means all or a critical part of the Services is unusable, causing immediate and significant business impact.

• Inability to log into the platform or perform business critical actions within the platform.
• Reporting is down/delayed for several hours. 

Less than two (2) business hours.
P1 – Very High Priority 1 (P1) or MAJOR DEFECT means a significant, but not immediately critical, part of the Services is unusable, creating some business impact.

• My line item is not delivering at all and I need to start to see spend before the end of the flight tomorrow.

Less than four (4) business hours. 
P2 – High Priority 2 (P2) or MINOR DEFECT means disruption of a single element of the Services that does not affect the use of the Services and has minimal impact upon business operations. It is a localized or isolated operational nuisance that includes incorrect operation of minor functionality.

• My line item is delivering, but under budget. I have a week left in the flight. What can I do to spend my budget in full? 

Less than twenty four (24) business hours (1-business day). 
P3 – Normal Priority 3 (P3) or NO IMPACT (Non-Service Affecting Defect) means non-urgent or cosmetic problem, causing inconvenience only. A workaround is available and any defects will be corrected in the next future release.

• How do I pull a report? 
• My user needs to have their password reset.

Less than seventy two (72) business hours (3-business days)

NOTE: For clarity, Bell Media may re-classify the priority level of an issue to correct a misclassified priority level (e.g., misclassification resulting from the incorrect use of the application and/or a training issue).

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