20 Oct 2019 
Support Center » Knowledgebase » Support Service Overview
 Support Service Overview


The following is a brief introduction to the support system and what you can expect from it :

  • All support issues will be automatically given a case ID which can be used to track the issue.
  • All cases will be automatically linked to your Service Level Agreement if you have one in place
  • Regular support services are available 9am to 5.30pm Monday to Friday. Advanced support customers please use your advanced support number for out of hours support.
  • All support requests are looked after by our support team and depending on the nature of the issue the most appropriate person will look after your particular support task.

Priority Levels

Low - Cosmetic Impact
  • Impacts minimal on users
  • Cosmetic impact
  • Cosmetic impact on the operability
  • Low Commercial Impact
  • How do I?
Medium - Limited Impact
  • Impacts on a very limited number of users
  • Not causing a business critical impact
  • Minor impact on the operability of the application
  • Medium Commercial Impact
High - Function Critical
  • Impacts on majority of users
  • Business Critical but with short term alternatives
  • One section of the application Inoperable
  • High Commercial Impact
Urgent -  Business Critical
  • Impacts on all users
  • At least one Business Critical high impact process inoperable
  • Whole application inoperable
  • Very high Commercial Impact

Article Details
Article ID: 9
Created On: 30 Apr 2008 10:42 AM

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