Question

customer a with a bronze service level package calls in a critical system failure at 9:00 am. customer b with a silver service level package calls in a critical system malfunction at 10:00 am. customer c with a gold service level package calls in a critical system malfunction at 11:00 am. customer d with a platinum service level package calls in a support system malfunction at 11:30 am. in which order should the technician visit the customers according to the priority level of their service level packages and problems?

Answer 1

The technician should visit customer A first, because although they have the lowest level of service package, they have a critical system failure which is the most serious problem. Customer C, then B, should be seen next, because they both have the same problem - critical system malfunction - but customer C has a higher level service package. Although customer D has the highest level service package, they should be seen last because their problem is the least serious.