|Priority||Description||Response Time Target|
|Platform unavailable|| |
Target initial response within 1 Hour. Verify and report outage or provide latest update to customer on known problem.
Problems with authentication or major functions of the platform are no longer working properly
Target initial response within 1 Business Day. Scoring system is used to boost urgency level for cases with High priority.
|Non-performance related requests for assistance. (This is the default priority)|| |
Target initial response within 1 Business Day. Scoring system is also used to boost priority for handling.
|General questions that not necessarily require a timely response|| |
Target initial response within 1 Business Day
|System Down||• A production server has failed (production down)|
• Multiple users cannot access the production servers
• Performance of the servers has degraded to an unusable level
• Data is unrecoverable, corrupt, or lost
|High||• Critical component returning error or not responding|
• Degraded application performance is having a serious negative impact on business
• A database or application error has occurred which severely impacts business operations
|Medium||• Issue affects customer’s ability to meet near–term deadlines|
• Component returning error or not responding
• Degraded performance is negatively impacting business operations
• Acceptable workaround may exist
|Low||• General question such as “how–to”|
• Issue with little or no impact
• Documentation issues
• Issue is essentially resolved but remains open for customer confirmation. Intermittent wait status with little or no customer interaction required
|Status Name||New Status? (Y/N)||Previous Status Name|| |
What does it mean?
|Yes||Open||A New Support Case|
|In Progress||No||Case is now under Support Analyst review and communication with customer has been initiated.|
|Pending - Release||Yes||No previous name, this is a new Status|| |
Used to notify the Support Analyst that a development fix has been created and when it will be released.
|Pending - Customer Testing||Yes||No previous name, this is a new Status|| |
Customers can choose this Status for cases in their Support Center account to indicate they are testing a recently released fix for the issue.
|Pending - Work Plan||Yes||No previous name, this is a new Status|| |
Technical Support Analyst has presented a defect to Development for evaluation, and Development has determined that the issue is still under consideration to be included in a future work plan for the relevant product but there is no planned date for release.
Cases in Pending Work Plan status will be reassessed by Support and Development periodically.
|Pending - Content||No||Case is now under review with Content Team for resolution.|
|Pending - Development||No||A ticket has been opened with Development team for review.|
|Update Received||Yes||No previous name, this is a new Status||When customers respond to a request for additional information, this Status notifies Support that you have provided an update to the Case, and the Support Analyst should review the new information and continue their investigation.|
When a customer adds a comment to a Case in Resolved status it will be updated to “Reopened” to signal Support to look at the case again.
|Resolved||No||Customer confirms that no additional work needs to be done to fix the issue noted in the case.|