3828555 - P3 and P4 Event Guidelines for Payment Services

If a Support Engineer identifies that a case is connected to a known issue or an ongoing case event, they should follow these steps:

• P3 – Moderate Customer Impact - A P3 issue refers to a feature or service that is partially or fully inoperable, resulting in a moderate impact on the customer’s operations, even if the root cause is due to customer error, misconfiguration, or misuse. While the service may still be operational in some capacity, affected users experience disruptions that prevent them from completing certain tasks or workflows efficiently.

1. Certain features or functionalities are unavailable or not working as expected for some users.
2. The issue may affect specific workflows, reports, or transactions without completely halting all system operations.
3. The problem may be intermittent or limited to particular scenarios, devices, or user groups.
4. Even if caused by user error, the impact on the customer’s experience warrants attention and support intervention.
5. This classification helps prioritize moderate-impact issues appropriately while maintaining customer productivity and minimizing operational disruption.

• P4 – Low Customer Impact - A P4 issue refers to a feature or service that is partially or fully inoperable but has a low impact on the customer’s operations, even if the root cause is due to customer error, misconfiguration, or minor system behavior. While the issue may limit certain functionalities, it does not significantly disrupt normal workflows or critical business processes.

1. Minor features or optional functionalities are affected.
2. The issue has little to no effect on core operations or overall productivity.
3. May be cosmetic, intermittent, or only noticeable in specific scenarios.
4. Even if caused by user error, support guidance is recommended to restore full functionality.
5. This classification ensures that low-impact issues are addressed efficiently without diverting resources from higher-priority problems.

1. Provide guidance, troubleshooting steps, or workarounds to mitigate the impact.
2. Monitor the situation and escalate if the problem worsens or broader functionality is affected.
3. Ensure clear communication with the customer about the scope, status, and resolution timeline.

KBA , CON-EXP-ADM-MOP , Monitor Payees , Problem