Levels, Issue types, And Status - VAMS Support

Managed Services - Tier Level 1

1. Levels

- Level 1 is related to user experience - these are issues encountered before the VAMS enrollment, eg - onboarding, IRS, whitepages, blocked SSO, etc

- Level 2 is related to integration partner issues, eg - CiiMS, IDV, Netcool, Remedy, WFM, Bluelock, Cliq, Grablock...etc

- Level 3 is related to all VAMS-related activities and issues - version updates, technical failures, system updates, system changes, new releases, etc

2. Issue Type and Subject

- Both these should always be in sync. For example, the issue type SSO should have the subject: SSO - user login details incorrect.

3. Status

- Please focus on the ''Open'' and ''Pending'' statuses that need to be resolved and closed. Watch out for the SLAs

- Those users that have Level 1 issues, like onboarding, should be placed into a pending state for a specific period to resolve, then a follow-up, move into RESOLVED. Closed will be automated once the ticked is not disputed by the FT or user.