Support¶
Support Priorities¶
Priority 1 (Urgent)¶
An Issue that results in a critical business impact for a Production System; may be assigned to an Issue where customer experiences (i) a complete or substantial loss of service when using a Production System, or (ii) real or perceived data loss or data corruption making an essential part of the Production System unusable, or (iii) the inability to use a mission-critical application within a Production System.
Priority 2 (High)¶
An Issue that results in a high business impact for a Production System or Development System; may be assigned to an Issue where customer experiences (i) the functionality of the software is adversely affected, but can be circumvented, or (ii) certain functions within the software are disabled, but the Software remains operable, or (iii) a complete or substantial loss of service when using a Development System.
Priority 3 (Medium)¶
An Issue that results in a medium business impact for a Production System or Development System; may be assigned to an Issue where customer experiences (i) partial non-critical functionality loss and the Issue has no significant effect on the usability of the software, or (ii) time-sensitive Issue important to long- term productivity that is not causing an immediate work stoppage.
Priority 4 (Low)¶
An Issue that results in a minimal business impact for a Production System or Development System; may be assigned to an Issue with no impact to quality, performance, or functionality of the software, or cases of general information requests, such as usage and configuration
| Support Access | 24x7 for Priority 1 12x5 for Priority 2 8x5 for Priorities 3 & 5 |
|---|---|
| Priority 1 Response | 2 Hours |
| Priority 2 Response | 6 Hours |
| Priority 3 Response | 1 Business Day |
| Priority 4 Response | 1 Business Day |
Release Cadence¶
Release Cycle:¶
- Quarterly releases
- Fix pack release each month
- Patches as required by customer