1. How to Contact SmartDocs Support?
We recommend that all support requests be submitted via either email or web, to enhance the process of reporting, tracking and resolving issues.
2. How are the issues classified ?
The Support Team will classify your support need and the problem severity according to the following criteria.
|
Case Priority |
Incident Severity |
Target Response Time |
|
URGENT |
A production system or major application in production is completely unavailable or seriously impacted with no reasonable workaround. |
1 Hour |
|
HIGH |
A system or major application is impacted in a way that could cause significant business impact if not corrected promptly, and there is no reasonable workaround. |
4 Business Hours |
|
MEDIUM |
A system or application is moderately impacted but is operating within acceptable service levels, or a reasonable workaround exists to keep the system operating within acceptable service levels. |
1 Business Day |
|
LOW |
Non-critical issues, assistance is required with a test or development environment, general questions, enhancement requests. |
3 Business Days |