Support ticket severity levels

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Please note that Support tickets will be reviewed and assigned a Severity which will follow these guidelines:

 

Severity 1 – The platform has ceased to work or substantially fails. Auction Mobility will allocate a member of its staff to investigate the problem upon notification and will use all commercially reasonable efforts to provide either a practical solution or a work-around within 4 working hours. If this is not achieved, a full-time resource shall be allocated to the problem until either a practical solution or a workaround is provided. Status reports shall be made every four (4) hours for as long as the problem remains unresolved.

 

Severity 2 – An essential function of the Licensed Platform has ceased to work. Auction Mobility shall allocate a member of its staff to investigate the problem upon notification and shall use all commercially reasonable efforts to provide either a practical solution or a work-around within 2 working days. If this is not achieved, Auction Mobility shall allocate a full-time resource to the problem until either a practical solution or a workaround is provided. Status reports shall be made on a weekly basis for as long as the problem remains unresolved

 

Severity 3 – The Licensed Platform is causing a problem that is only having a minor impact on normal operating activities of the Licensed Platform (such as a function of the platform has ceased to work as efficiently as previously). Auction Mobility shall, on request, allocate a member of staff to investigate the problem upon notification and shall use commercially reasonable efforts to provide either a practical solution or a workaround within 5-7 working days. Status reports shall be made on a weekly basis for as long as the problem remains unresolved.

 

Severity 4 – There is a minor issue related to the Licensed Platform, perhaps simply annoying in nature or informational. Auction Mobility shall use commercially reasonable efforts to respond to these issues or requests in a timely fashion.

 

ENHANCEMENT REQUESTS – Enhancements and new feature requests shall be considered for future releases of the platform. These requests will be assigned to your designated Client Manager. Any enhancements shall be subject to the provisions of the License Agreement between Auction Mobility and Customer.

 

If Auction Mobility reasonably believes that a problem reported by the Customer may not be due to an Error in the Licensed Platform, Auction Mobility shall so notify the Customer, and Auction Mobility shall not proceed further unless so instructed in writing by the Customer. If upon resolution of the problem it is determined that the Error is not a result of an Error in the Licensed Platform, the Customer shall be invoiced for time and materials at Auction Mobility’s than standard rates for the time spent in the resolution process.

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