A priority 1 (P1) case refers to a critical issue that severely impacts business operations, such as system outages or payroll failures. You should classify a case as P1 when it meets the following criteria:
Business Critical Payroll Deadlines: The case involves a risk to a business-critical payroll deadline, and no workaround is available. Workarounds may include manual interventions.
Stalled Payroll Jobs: A payroll job is stuck, has failed, or is unavailable, jeopardizing a business-critical deadline.
Bank File Transfer Risks: There is a risk of failing to transfer the Bank file to the Bank on time.
Software or Screen Availability: The software or a specific screen is unavailable, putting a business-critical deadline at risk, and no workaround is available.
Security or Data Breach: There is a security or data breach that requires resolution from the PeopleXD Support, Development, or Product teams. While other security alerts may be high priority, only issues caused by the software can be aligned with contractual SLAs.
When logging a P1 case, please outline any affected or potentially impacted deadlines.
📌Note: Next-day deadlines may be appropriately managed under a P2 classification. Do not classify an issue as P1 if it affects only a few employees and a workaround is available (including manual timesheet input).
Additionally, issues impacting a test environment should not be classified as P1.