Case Priorities are the customer-set priorities of a case. Case Priorities are determined when a ticket is entered into support. A Customer Support Representative may lower the severity if they do not believe it was appropriately set at the beginning of the case.
Here are the definitions of the Case Priorities listed on our Customer Support contact pages:
- Critical/Business Down – Critical/Business Down cases apply to a service being stopped or so severely impacting you with no acceptable workaround that you cannot reasonably continue business operations. Critical/Business Down cases apply to reports due within a limited time frame, removal of users for security purposes the software, features, or reports not functioning causing possible data loss, data corruption, or significant financial impact. Customers reporting Critical/Business Down cases should be readily available for additional follow up questions or troubleshooting. Target response time for Critical/Business Down cases will be 1 hour.
- High – Your use of the software is continuing, but there is a serious impact on business operations. You are reporting that the software is operational with one or more important features unavailable with no acceptable workaround. High priority requests can apply to time-sensitive cases or cases that require significant investigation and need to be addressed quickly. Target response time for High priority cases will be 2 hours.
- Medium – Your use of the software is continuing but there is a moderate impact on business operations. User is reporting that the software is operational with one or more important features unavailable but there is an acceptable workaround. Medium priority requests can apply to time-sensitive cases or cases that require significant investigation and need to be addressed quickly. Target response time for Medium priority cases will be 16 hours.
- Low – Software is operational with problems or errors which have little impact on system operations. There is no time limitation involved and the response will not impact immediate business operations. Low priorities can apply to enhancement requests, questions on best practice, request for more information on a specific feature, spelling or grammar errors or comments on the software. Target response time for Low priority cases will be 1 business day.
In order to provide the highest level of service to all our customers, Critical/Business Down cases will be reviewed first; if the case does not to meet the definition of a Critical/Business Down case, then it will be responded to based on the actual priority of the question, request, or concern.
If a case is not submitted through our designated help pages, the priority will default to Medium unless it explicitly states otherwise within the subject of the message. Case Priorities can be adjusted after the case has been submitted if additional information is provided/discovered that causes the priority to either increase or decrease. If the Case Priority is adjusted by a Customer Support Representative, the representative will notify you of the change and provide an explanation for the change.
If you have any further questions regarding Case Priorities, please reach out to your Account Manager who can assist further. If you are unsure who your Account Manager is, please email email@example.com, and they will direct you to the correct resource.
Once a case has been responded to by support, Critical and High priority cases should receive a follow up at least every day, Medium at least every 1-2 days, and Low at least every 1-3 days.
Case severities are the support-set severities of a case. Social Solutions severities are defined when a bug ticket is entered with our development team. The development team will set the severity of the ticket taking into consideration impact, workarounds, and functionality.