|
|
Support Issue Clarification
Issues are classified according to their nature and severity. There are 5 severity levels defined in the table below. Target response times from a Technical Support Representative by telephone are estimates only and may vary based upon call volume.
|
Priority / Severity
|
Description
|
|
Response Time
|
|
P1
|
Critical problem. System down, no workaround available. |
|
2 hours |
|
P2
|
Serious problem. System impaired, workaround exists but not optimal |
|
8 hours |
|
P3
|
Minor problem. System degraded, acceptable workaround available. |
|
2 business days |
|
P4
|
Product Feature Requests |
|
5 business days |
|
P5
|
General Questions |
|
5 business days |
|
