Resolving the Problem
If Support cannot resolve the problem during, it is documented as a case and is assigned a reference number. Refer to this number when forwarding documentation or calling support.
Severity Level | Definition |
---|---|
Severity 1 | Production system is down; requires immediate attention. For example, excessive abnormal termination. |
Severity 2 | A major problem or question; the product operates but is severely restricted. For example, an incorrect response from a frequently used command. |
Severity 3 | A non-critical issue is encountered with the product, but the majority of functions are still usable. For example, an incorrect response from an infrequently used command. |
Severity 4 | A minor problem or question that does not affect product function. For example, the text of a message is misspelled. |
All cases are prioritized based on severity.
Escalating a Problem Resolution
If our normal support cycle does not produce the results you require or your issue has changed in severity, you can escalate the case. To escalate a case, contact the technician responsible for your problem.