Support Policies

Severity Levels and Response Requirements

Priority Item Description
1 Definition Production stopped, unable to use software, data corruption
  Examples OCT Corruption
  Responsibility Support Manager – co-ordinate with Development, QA, Sales and Support
  Information to Developer, sales person
  Solution Provide a circumvention or software change within 24 hours
  Resources All necessary resources can be used to fix the problem. We will work continuously, so long as the customer is able to work with us.
  Closed Closed when customer agrees that problem is resolved. Will be reduced in severity when:
  • Circumvention or software change has been supplied
  • The customer does not continue or work continuously with us
  • Customer does not respond to requests for follow up
     
2 Definition Performance, security, install, major host or client impact
  Examples Consolidations are failing to complete
  Responsibility Support Manager
  Information to Clientele
  Solution Provide a circumvention or software change within 7 days
  Resources Any Support resources and specific Development resources are available, as required
  Closed

Closed with customer agreement. Will be reduced in severity when:

  • Circumvention or software change has been supplied
  • Customer does not respond to requests for follow up
     
3 Definition Minor host problem or multiple clients impacted.
  Examples A particular consolidation is failing to complete
  Responsibility Support person
  Information to Clientele
  Solution Provide a circumvention within 4 weeks or schedule software change for next release
  Resources Support person with assistance from Development, as required
  Closed Closed with customer agreement, or after 2 attempts at follow-up