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.
|Critical production issue that severely impacts your use of CoreView. The situation halts your business operations and no procedural workaround exists.|
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.
|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.|
|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.|
|Issues which are not impacting your organizations business operations and for which you do not expect or require a quick resolution.|