Priorities Q & A

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Question: "What is a priority and how do I know what to set it to?"

 

Answer: A priority is the level of urgency that you need to get your problem solved.  The levels that we offer are Low, Normal, High, and Urgent.  Please try to use the following guidelines when opening an incident:

Low - Not an issue and is minor in nature, and certainly not critical.  Can consist of questions regarding the software, how to use items, explanations, etc.

Normal - Having some issues but can trudge along.  Getting certain exceptions in our logs, but does not keep your operations from running.

High - Barely able to keep things running for very long.  Partially able to continue with doing restarts of the product.  Minimally able to run the software.

Urgent - Production completely down.  Software will not start and completely unable to run systems.

Knowing what priority to select is somewhat subjective, but its important to select what is most appropriate for your situation.  If you select the wrong priority, our support staff can help upgrade or downgrade the issue to more accurately specify the appropriate priority based on applying the sense of urgency.

For information on priority support times with regard to your product support agreement, see this link.

 

Question: "Can't I set the priority always to be Urgent so I can get my issues handled expeditiously?"

 

Answer: You can try ;-)  But seriously, the answer is no.  We reserve the right to triage your issue and determine if your issue fits the priority selected.  If it does not, we can change it to more accurately reflect the true urgency.  But we would rather you set the proper priority according to the urgency of the problem you are experiencing, so we are not triaging incidents that are not the proper priority.  This is like calling 911.  If its not an emergency, your issue may fall lower in the priority than others who truly are having a serious problem.

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