All service inquiries are logged with our support team and are assigned a severity level from Critical to Low based on the resulting impact to your business. The customer initiates the initial severity level when sending us a support request ticket, with either low, medium, high or critical. After the customers urgency of the support request is taken into consideration the support team will determine the severity level of the service request and assign a severity level to the support request from Critical to Low, with Critical being the highest and most critical.
The following table outlines the severity levels of support requests and the targeted initial response time for customer support. It is helpful to clearly explain the impact that the issue is having on your business to the support team.
| | Targeted Initial Response Time |
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| | Targeted Initial Response Time |
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| Critical Business Impact:
Use of our product(s) on a primary business service, major application or mission-critical system is stopped or so severely impacted that you or your customers cannot reasonably continue work or use of the software.
For Severity Critical problems, we will begin working on a resolution to the problem within 4 hours of notification and handle it with the highest priority until the user is given a fix or workaround. Client resources must be made available in Severity Critical situations and reasonably cooperate to help resolve the issue. Severity Critical problems could have the following characteristics: System hangs or downtime Data loss or data corruption Critical functionality not available Issues with ordering or placement of orders Complete loss of service
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| Significant Business Impact:
Significant software features are unavailable or not functioning properly with no acceptable workaround. Major portions of the sofware or mission critical systems are functioning with limited capabilities or are unstable. The software may be operating but is restricted. Severity High problems could have the following characteristics: Major product errors or failures without resolution. Severely degraded performance. Significantly reduced functionality but the system is able to operate in a restricted fashion.
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| Minimal Business Impact:
Software features are not functioning properly but a workaround exists or they are not an absolute necessity for conducting business as usual and the majority of software functions are still available. Minor function/feature failure that customers can easily circumvent or avoid. Software has minor loss of operational functionality or operational errors. Severity Medium problems could have the following characteristics: Error message with workaround Minimal performance degradation Invalid software behavior with minor impact Questions on the software functionality or configuration during implementation Visual or UI issues that do not impact usage
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| Nominal Business Impact:
Minor problem or question that does not affect the software function such as How To's, documentation, general questions, or enhancement requests. There is no impact to product usage or client operation of the software. Severity Low problems could have the following characteristics: Basic usage questions with answers not available in the knowledgebase General requests for advice on software usage Clarification on product documentation or future releases Product enhancement request Feedback on improving the software
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