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Upon receival, submitted website changes will be triaged, responded to, and resolved based on the priority matrix agreed upon between Suveto and InTouch Practice Communications. Below is a breakdown of prioritization and turnaround time.

Priority 1 (Critical): the website change has immediate, serious business and financial exposure. An end-user is unable to work or perform significant function on the platform. There is no acceptable workaround to the problem (i.e., that the website information presents). Goal Response Time: within ~4 business hours Goal resolution Time: average resolution time is 1 business day or less

Priority 2 (High): the problem reported has less than immediate, serious business and financial exposure. An end-user is unable to work or perform some significant function on the platform. But there is an acceptable and implemented workaround to the problem (i.e., the task can be performed in some other way) Goal Response Time: within ~1 business day Goal resolution Time: average resolution time is 1 business day

Priority 3 (Normal): the problem reported has low business and financial exposure. Implementing the request immediately will not result in significantly added value to the organization. An end-user is unable to perform some small function but can complete most of the tasks on the platform. There may or may not be an acceptable workaround to the problem. Goal Response Time: within ~1 business day Goal resolution Time: scheduled as regular website changes

Priority 4 (Low): the problem reported has minimal business and financial exposure. Implementing the request immediately will not result in value to the organization. An end-user is unable to perform some functionality. Goal Response Time: within ~1 business day Goal Resolution Time: scheduled as regular website changes

Please call us or mark your email as “urgent”.