Support can have different levels of Severity. The following key will ensure proper queuingand priority for resolution:
1 – Critical – Website down or Issues resulting in major loss of key revenue-generating functionality for your business (e.g. shopping cart failure or security breaches) or other issues that could result in major loss of data. These issues will receive the utmost priority and be acknowledged and responded immediately.
2 – Medium – Issues resulting in loss of key non-revenue generating functionality or issues that could result in data not subject to backups to be lost (e.g. registration/signup failure, form submissions not being received) or Issues affecting a portion of a product’s user base and preventing them from using key
functionality (e.g. notifications not being sent, broken links). These issues will be acknowledged and responded to within 1 business day.
3 – Low – Issues affecting a portion of a product’s user base but does not prevent key functionality (e.g. content changes, layout issues, typos). These issues will be acknowledged and responded to within 1-2 business days.