Valued Experian Health Customer,
In our ongoing effort to improve the customer experience for all Experian Health customers, Experian Health is excited to announce that we will be moving to a unified set of Support Case Priorities for all of our products.
Today, there are a variety of Priority selection options when creating a Support Case depending on the Experian Health product in question. This can be confusing for customers and for Experian Health personnel. It also presents challenges with reporting and tracking of cases across the product portfolio. We have heard our customers and have decided to make this change right away as a step in a broader effort to unify the user experience for Support across the organization. You can expect additional improvements in the coming months.
Beginning on Friday morning 12/11/15 all Experian Health support cases will have the following five options for the Priority field:
P1/Critical: Global Service Interruption
P2/High: Global System Slowness or Client Outage
P3/Moderate: Standard support request [Default Value for New Cases]
P4/Low: Bug fix or non-standard support request
P5/TBD: Enhancement or Feature request
In addition, on Thursday night 12/10/15 all non-Closed cases will be programmatically migrated to one of the 5 new Priority values. The case change email system will be turned off during the migration to avoid the large number of emails that would otherwise be sent.
Since the migration of cases to the new Priority values will be done in mass there may be a few cases that need further adjustments, these will be addressed as needed over the coming days and weeks. As always, customer and Experian Health personnel will have the ability to update the Priority as needed after the migration and going forward.
We appreciate your patience and partnership as we make this often requested enhancement to the Experian Health case management system!
Thank you,
Experian Health Client Support
