![]() There is no impact to product usage or customer's operations. Minor problem or question that does not affect the software function such as How To's, documentation, general questions, or enhancement requests. Questions on product functionality or configuration during implementation.Incorrect product behavior with minor impact.Severity Level 3 problems could have the following characteristics: Customer's work has minor loss of operational functionality. Minor function/feature failure that the customer can easily circumvent or avoid. Product features are unavailable but a workaround exists and the majority of software functions are still useable. Functionality unavailable but the system is able to operate in a restricted fashion.Product error or failure forcing a restart or recovery.Severity Level 2 problems could have the following characteristics: The software may be operating but is severely restricted. Customer's implementation or production use of Quest's products in a primary business service, major applications or mission critical systems are functioning with limited capabilities or are unstable with periodic interruptions. Important product features are unavailable with no acceptable workaround. Note: Severity Level 1 service requests cannot be logged through our portal and must be reported via telephone. Urgency is a measure of how long it will be until an incident, problem, or change has a significant business impact. Impact is often based on how service levels will be affected. Severity Level 1 problems could have the following characteristics: Impact is a measure of the effect of an incident, problem, or change on business processes. Customer resources must be made available in Severity Level 1 situations and reasonably cooperate to help resolve the issue. Premier Support available with an active Standard or 24x7 support contractĬustomer's production use of our products on a primary business service, major application or mission-critical system is stopped or so severely impacted that the customer cannot reasonably continue work.įor Severity Level 1 problems, we will begin work on the problem within one hour of notification and handle as the highest priority until the customer is given a fix or workaround.24x7 Support for severity 1 issues only.Standard Support available during local business hours.It is helpful to clearly explain the business impact of your issue when contacting the Support Center. ![]() The following table defines the severity levels and the targeted initial response time for Standard Support, 24x7 Support, and Premier Support. Severity levels may be changed after initial contact and assessment of the issue from a One Identity Support Engineer, providing the customer is in agreement. The customer determines the initial severity level when placing a request for assistance.
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