Your users want to have the best experience possible, which is why you must acknowledge and rectify issues quickly. Comcast categorizes issues on a priority system, with higher priority issues requiring more prompt attention.
When Comcast alerts you to an issue with your app, or when you discover an issue independently, you must inform us that you are investigating within the Response Time. You must also resolve the issue within the Resolution Time. For example, an issue with a priority of P2 must be acknowledged by you within one business day. The issue must also be resolved within two business days of the initial acknowledgement.
Priority | Response Time | Resolution Time | Priority Definition |
|---|---|---|---|
P0 - Critical | 30 minutes | 4 hours | Essential features of the app do not work, or the app is completely unusable. |
P1 - Urgent | 1 hour | 8 hours | Nonessential features do not work in a way that hinders proper app usage, or issues that could weaken system integrity over time, or problems that can be temporarily worked around but will result in significant operational disruption if neglected long-term. |
P2 - Important | 1 business day | 2 business days | Problems that cause operational difficulties within the app, or Comcast requires your assistance for certain technical or functional features of the app. |
P3 - Monitor | 2 business days | 1 week | Problems that may cause minor operational difficulties, or general customer queries, or issues that require research, monitoring, and/or collaboration between Comcast and the client in order to resolve. |
P4 - Information | 1 week | When commercially feasible | Comments and suggestions on services, technical features, design, or other similar topics. |