Technical Support Incident Priority/Problem Severity Classifications And Response & Resolution Goals
When you report a problem or ask a question of Brabeion Software Technical Support, whether it be via the Web, telephone, or email, a case is created with an associated priority. If you create a case via the Web or over the telephone, you can specify the priority, while a case created via email will have a default priority of 3—Medium. The priority codes and definitions are provided below. Based on the priority of your case, a technical support analyst will respond and will work with you to classify your support need and the problem severity according to the following criteria.
Level 1: Severe |
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| Incident Priority Problem Severity | The system or major application is down or seriously impacted, or the customer’s data is lost or destroyed, and there is no reasonable workaround currently available (system crashes or panics, corrupted data). |
| Response Goals | Brabeion Software responds within 1 hour. |
| Resolution Goals | Upon confirmation of receipt, Brabeion Software begins continuous work on the problem, and a customer resource must be available at any time to assist with problem determination. Brabeion Software will provide best effort for workaround or fix within 48 hours, once the problem is reproducible or once we have identified the product defect. Brabeion Software may incorporate fix in future releases of software, if agreed to by Brabeion Software. |
Level 2: High |
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| Incident Priority Problem Severity | The system or application is moderately affected. There is no workaround currently available or the workaround is cumbersome to use. |
| Response Goals | Brabeion Software responds within 4 business hours. |
| Resolution Goals | Brabeion Software will provide best effort for workaround or fix within 5 business days, once the problem is reproducible. Brabeion Software may incorporate fix in future release of software, if agreed to by Brabeion Software. |
Level 3: Medium |
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| Incident Priority Problem Severity | The system or application issue is not critical: no data has been lost, and the system has not failed. The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround; feature failure; convenient workaround exists. |
| Response Goals | Brabeion Software responds within 8 business hours. |
| Resolution Goals | Brabeion Software will provide best effort for workaround or fix within 10 business days, once the problem is reproducible. Brabeion Software may incorporate fix in future release of software, if agreed to by Brabeion Software. |
Level 4: Low |
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| Incident Priority Problem Severity | Non-critical issues, general questions, enhancement requests, or the functionality does not match documented specifications. |
| Response Goals | Brabeion Software responds within 24 business hours. |
| Resolution Goals | Resolution of problem may appear in future release of software, if agreed to by Brabeion Software. |
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