- Each ticket is graded / evaluated by itself, then all ticket grades are averaged together to get a ‘cumulative’ total grade - As noted previously, scope of tickets: Critical and High severity ONLY, tickets submitted to the site from HP (does NOT apply/include tickets submitted from site to HP) - tickets submitted to the site would cover such requests such as: implementation of a time critical patch or hotfix, request for information/clarification on an issue, replacement of hardware, adoption of a routine toolset release or other required actions/requests - grading scale included in the attached report