| Support priority | Criteria | Examples |
|---|---|---|
| Urgent | An error with the Customer Production Portal or Storage Services for which no workaround exists and which has caused an immediate and material adverse business impact through: an impact on the delivery of services to your end users; an impact on your operations and/or on the provision of your services; the loss or corruption of data, or provision of incorrect data. |
|
| High | An error with the Customer Production Portal or Storage Services for which no workaround exists and which if not corrected is likely to cause a material adverse business impact through: an impact on the delivery of services to your end users; an impact on your operations and/or on the provision of your services; the loss or corruption of data, or provision of incorrect data. |
|
| Medium | Any function of the Customer Production Portal or Storage Services is unavailable or has slowed down such that there is a significant business impact. |
|
| Low | Minor incidents, which you can easily avoid or work around for which there is no urgency for resolution. |
Note that for support requests for changes, updates, or additions to production settings that are configurable within the interface by an admin, our Support Team will only respond to these after all priority tickets have been responded to, which may result in a response time of greater than 24 hours. Fees may apply for such changes that an admin can configure themselves. |
Can’t find your answer here, check the community discussion or raise a support ticket.
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