Ticket Priority Guidelines

For faster service and enhanced response time, please choose the appropriate priority level that best matches your case. Use the definitions provided for each priority level below as a guideline to prioritize your ticket:

Priority 1 - Urgent 

This priority level should be assigned to urgent cases, which are defined by the following:

  • The production system is down
  • The POC system is down
  • Production System severely degraded performance
  • The POC system performance is severely degraded

If your ticket falls in this priority level, please provide the following 24x7 contact information:

  • Name
  • Phone number, where we can reach you
  • Email address

Without the above information, unfortunately, we would have to downgrade the priority level of the ticket to “High” as we would not be able to contact you.

Priority 2 - High

This priority level should be assigned to cases with a high priority level. Set the priority level for your case if the issue is one of the following:

  • There are system errors with no workarounds
  • Some report results are incorrect
  • There are aborted load operations (or error messages), preventing full/incremental data load
  • There is a security issue

Priority 3 - Normal

This priority level should be assigned to cases with a normal priority level. Set the priority level for your case if the issue is one of the following:

  • There are system errors with workarounds
  • Minor calculation errors that are impacting a report
  • There are performance issues, but not impacting critical business processes
  • There are usability issues and How-To questions

Priority 4 - Low

This priority level should be assigned to cases with a low priority level. Set the priority level for your case if the issue is one of the following:

  • Some reports contain formatting issues
  • Having questions about one or more features
  • There are aesthetic issues
  • Having recommendations regarding the system changes
  • Having documentation-related inquiries
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