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Support Issue Clarification
Issues are classified according to their nature and severity. Problem reports are classified P1 to P4, depending on the severity and customer impact. Feature and service requests are classified R1 to R2, depending on the nature of the request. Maximum response times are for response by a trained product specialist. Response may be requested by telephone or e-mail.
Problem Reports
|
Priority / Severity
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Description
|
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Maximum
Response TIme
|
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P1
|
Critical problem. System down, no workaround available. |
|
2 hours |
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P2
|
Serious problem. System impaired, workaround exists but not optimal |
|
8 hours |
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P3
|
Minor problem. System degraded, acceptable workaround available. |
|
2 business days |
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P4
|
Product Feature Requests |
|
5 business days |
|
P5
|
General Questions |
|
5 business days |
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