Information Required in Support Request. Each Support Request must include the following information, at a minimum (“Minimum Required Information”):
(a) Client’s reasonable, good faith classification of the priority (High, Medium, or Low) of the reported Defect in accordance with the priority levels and definitions contained in Section 2.12 (Resolution Targets and Priority Levels), below, with explanation;
(b) Names of Applicants, References and Authorized Users involved with clear notation of their title;
(c) Date and time of each occurrence;
(d) Computer operating system used by party experiencing the defect;
(e) Name of internet browser and version;
(f) Specific steps to allow MMI personnel to recreate the issue;
(g) Exact wording of any error message received, URL or name of page it was received on, or a screen shot of the error;
(h) A description of all steps previously completed to resolve the defect; and
(i) If MMI has permission to contact the party directly, if needed. Include contact information.
