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
How to change ticket priority?