Case Priority. Each Support Program offers different support levels for your case priority levels. When submitting a case, you will select the priority for initial response by logging the case online, in accordance with the priority guidelines set forth under your Support Program. When the case is received, we may in good faith change the priority if the issue does not conform to the criteria for the selected priority. When that happens, we will provide you with notice (electronic or otherwise) of such change.
Case Priority. P4 ---------------------- When you encounter a known condition in a development or production system for which there is a robust work-around, the Technical Support Centre prioritises your case as P4. Our goal is to have contacted you regarding this issue within one day. This condition will be addressed in a scheduled release of Persistence. The following table summarises the response goals of the Technical Support Centre. Note that in all cases, a minimal test case is required. ------------------------------------------------------------------------------- Case priority Initial Respond with Work-around or contact within commitment within ------------------------------------------------------------------------------- P1 - stops production 1 hour 2 working days P2 - stops development 2 hours 3 working days P3 - no work-around 4 hours 1 week P4 - work-around exists 1 day N/A Table 1 - Problem resolution goals
Case Priority. Lessee responses to CRS system describing the Case are used to set priority of the Case into one of four priorities: 1-Critical, 2-High, 3-Medium, and 4-Low.
1- Critical: The entire production system is completely inoperable. No users can access and/or utilize the production system. There is no possible workaround.
