About our team
Customer's production use of our products on a primary business service, major application or mission-critical system is stopped or so severely impacted that the customer cannot reasonably continue work.
For Severity Level 1 problems, we will begin work on the problem within one hour of notification and handle as the highest priority until the customer is given a fix or workaround. Customer resources must be made available in Severity Level 1 situations and reasonably cooperate to help resolve the issue.
Severity Level 4 problems could have the following characteristics:
System hangs or crash situations
Data loss or data corruption
Critical functionality not available
Note: Severity Level 1 service requests cannot be logged through our portal and must be reported via telephone.
For Severity Level 1 problems, we will begin work on the problem within one hour of notification and handle as the highest priority until the customer is given a fix or workaround. Customer resources must be made available in Severity Level 1 situations and reasonably cooperate to help resolve the issue.
Severity Level 4 problems could have the following characteristics:
System hangs or crash situations
Data loss or data corruption
Critical functionality not available
Note: Severity Level 1 service requests cannot be logged through our portal and must be reported via telephone.
NOTE: Recording your steps and attaching the issue, will fast-track the assessment of your support ticket.
We suggest using this recorder: https://www.loom.com/signup