P1 – A high-priority support request

A support request with a high impact on business operations and marked as business urgent is marked as a P1 ticket. All the support requests flowing through the UiPath support queue will be triaged to confirm their priority level. Priority 1 issues are given the most importance by the UiPath support team and the SLA is shorter than that of other types of requests.

In ABC Insurance Corporation, if a support request is triaged and P1 is confirmed, a dedicated support team member is assigned to that request. All the existing resources will be channeled to this request until the issue is resolved. UiPath developers will also be involved to consult on possible fixes for P1 if required.

Note

A P1 incident is one of the essential metrics tracked by the UiPath CoE leadership team. SLA adherence and reducing the P1 instances are the two most important objectives for the UiPath support team.

Let’s look at a few scenarios of how...