Support Guidelines
All service requests are assigned a priority level from low to critical based on the impact on your business. You determine the initial priority level when you place a request for assistance. Priority levels may be changed after initial contact and assessment of the issue from Support Engineer, provided that you are in agreement.
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Low priority
Product features are unavailable but a workaround exists and the majority of software functions are still useable. The issue is not in production and therefore does not impact the client end users. Low severity level also applies to questions and product enhancement requests.Low severity problems could have the following characteristics:
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Error message with workaround
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Minimal performance degradation
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Incorrect product behavior with minor impact
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Initial response time: within 4 hours
Medium priority
Important product features are unavailable with no acceptable workaround. Customer environmnent deployed for critical applications is functioning with limited capabilities or is unstable. Medium severity problems could have the following characteristics:
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Product error or failure forcing a restart or recovery
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Severely degraded performance
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Functionality unavailable but the system still operate in restricted fashion
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Initial response time: within 4 hours
High priority
Use of the product on a primary business service, major application or mission critical system is stopped or severely impacted. High priority problems could have the following characteristics:
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System hang or crash
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Data loss or data corruption
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Critical functionality is unavailable
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Initial response time: within 2 hours
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