CONTACTING TECHNICAL SUPPORT
Please provide the following information to expedite the troubleshooting process:
- Support Site ID
- Contact Name
- Contact Email Address
- Contact Phone Number
- Product Name (with Installed Version(s))
- Component (with Installed Version(s))
- Severity
- Issue Description
- Start Date of Issue
- Business impact
- Screenshots or Relevant Logs (if any)
Production server or other mission critical system(s) are down, and no workaround is immediately available. All or a substantial portion of your mission critical data is at a significant risk of loss or corruption. You have had a substantial loss of service. Your business operations have been severely disrupted.
Major functionality is severely impaired. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. A major milestone is at risk. Ongoing and incremental installations are affected. A temporary workaround is available.
Partial, non-critical loss of functionality of the Software. Impaired operations of some components but allows the user to continue using the software. Initial installation milestones are at minimal risk
General usage questions. Cosmetic issues, including errors in the documentation.