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1.B Reporting an Issue's Severity

To help ensure that CoreView Support’s Customer Care Professionals can properly triage and respond to any Issue reported by a customer, we include in our support ticket template a field called Severity.  Each of the four severity levels are described below along with some examples.  Please refer to the Knowledge Base resource titled CoreView Incident and Problem Management for additional related information.


Prior to reporting an Issue, Customers should take the time to review the Community Forum titled CoreView Service Health to determine if there are any already-known issues that may be impacting you.  


Severity Level
Definition
Urgent
(Severity 1)
Critical production issue that severely impacts your use of CoreView.  The situation halts your business operations and no procedural workaround exists.
  • CoreView is completely down or unavailable across your entire organization, across all geographies.
  • CoreView is completely down or unavailable for one of your organization’s geographic regions.
  • A critical feature or function of CoreView is not available and the loss of this function creates a significant business disruption with no available workaround.
While a Customer can classify an Issue as a Urgent, the confirmation of any Issue as a Urgent may require the approval of CoreView's CTO in consultation with the Customer.  The CoreView CTO (or his designee) will take the lead on the resolution of any Urgent Issue and will open a Skype call into which the appropriate CoreView and Customer staff will dial in.  

When reporting a Urgent Issue, the customer agrees to make available the appropriate resources that can partner with CoreView to resolve the issue in a timely manner which may involve the need to work outside of normal business hours.
 
Remediation of an Urgent Issue will take priority over any issues classified as less than Urgent or any development efforts.             

High 
(Severity 2)
Major functionality is impacted, or significant performance degradation is experienced.  The situation is impacting large portions of your business operations and no reasonable workaround exists.  Any ticket submitted as a High will automatically be escalated within CoreView for review.
  • Failure to successfully import Office 365 data during initial onboarding.
  • Service is operational but has highly degraded performance to the point of major impact on usage.
  • Complete loss of Management capabilities exists and where basic remediation actions have not resolved the issue.
  • The failure of multiple Management Actions to complete successfully for multiple Operators.
  • Important features of CoreView have become unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
These are treated as a high priority by CoreView Customer Care staff and are responded to before Issues defined as Medium or Low.   Remediation of these issues may require the involvement of CoreView’s and/or the Customer’s technical resources.
Medium 
(Severity 3)
CoreView is not functioning as expected and this is causing a slight disruption to your business activities.  However, you’re able to adjust your work activities to allow CoreView time to remediate the issue.  A Severity of Medium is the default setting for a support ticket.
  • Unexplained errors when performing a management action.
  • The inability for a single Operator to log in.
  • Unexplained errors when attempting to export a report’s output.
  • Scheduled report no received by a recipient.
Low
(Severity 4)
Issues which are not impacting your organizations business operations and for which you do not expect or require a quick resolution.
  • You have found a minor issue with some part of CoreView.


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Published: 09/12/2018

Updated: 02/26/2019


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