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Definition of Critical & Non-Critical Issues

Examples of critical issues include:

  • iSell or website is not accessible by all or a majority of users
  • Issues resulting in a breach of data protection or any other legal regulation
  • Critical booking documentation cannot be produced, including ATOL certificates, and no workaround is available
  • There is a serious financial implication impacting live bookings where an incorrect price/product is being booked and no workaround is available
  • Bookings are not importing to iBos and no workaround is available
  • Business-critical reports cannot be produced eg. sales reports, booking reports to support rebooking of clients affected by Coronavirus etc.

Examples of non-critical issues include but are not limited to:

  • Limited functionality of iSell or website is not available but bookings can still be made
  • Issues with the price/content of search results where the correct price/product is being booked or alternative suppliers are available
  • Issues related to ‘Add Manual’ functionality
  • Bookings are not importing to iBos but there is a workaround available
  • Non-critical supplier content/images are missing from front end display
  • Requests for cosmetic changes
  • Non-business-critical reports cannot be produced eg. custom reports

Configuration changes, amendments to cruise itineraries and third party supplier issues will still be serviced as normal.