Problem Resolution

Resolution Process

All problems and queries raised under our support plan are handled as tickets by our Help Desk. Each ticket describes the problem or question that needs to be resolved and is used by our team to ensure they can resolve the problem as quickly as possible. The resolution process works like this:

1. Customer reviews support knowledge base.
2. Ticket opened through our portal or by e-mail.
3. Automatic Help Desk acknowledgement.
4. Assign support engineer.
5. Initial response by assigned engineer.
6. Engineer confirms/reproduces the problem and issues immediate workaround if available.
7. If additional work required for resolution, engineer provides periodic status updates.
8. Ticket resolved according to severity. Unresolved tickets escalated according to severity.

Ticket Severity

Ticket severity is used to help us match our resources to demand and prioritize tickets so that problems get solved according to each customer's need. Our team will work with these definitions to determine how tickets should be solved:

• Severity 1. Bugs that prevent some function or process from substantially meeting Specifications and which seriously affect the overall performance of the function or process and for which no known work-around exists.
• Severity 2. Bugs that prevent some function or process from substantially meeting Specifications, but have a reasonable work-around.
• Severity 3. Bugs that prevent some portion of a function from substantially meeting functional specification but do not seriously affect the overall performance of the function.

Resolution Targets