Severity One, or SEV1 cases are intended for situations where a production system is fully unavailable, such as when a production system is completely down, inaccessible, or non-functional
These cases will receive continuous effort from the Support team during the timeframe that customers assets afford them (8x5 for Standard clients) (24x7 for Advanced clients)
If a Level One case is unable to be lowered to a SEV2, and needs to be handed off to another time-zone to continue working the case, this will be done accordingly.
If we are providing continuous support, we need members of the customers team to also be available to continuously work with Support to resolve the issue.
If our Support team does not get a response from a client for a few hours, we may lower the severity level of the case accordingly
SEV2
Severity Two, or SEV2 cases are intended for when core functionality is severely degraded.
This is for issues where something is working, but in a significantly diminished capacity, that is affecting a production environment.
These cases will receive concerted efforts from the Support team during supported business hours
SEV3
Severity Three, or SEV3 cases are the standard support request for general day-to-day operational issues
These cases will receive reasonable efforts during applicable business hours.
SEV4
Severity Four, or SEV4 cases are non-urgent
These are typically questions about cosmetic issues about look and feel; informational requests either technical or procedural or other similar items.
SEV5
Feature Request
These will be reviewed with Product Management and R&D for inclusion on the roadmap. We make no commitment on if the feature will be accepted or timeframe.
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