Support Guidelines for Denis Enterprises Customers
Severity is Determined by Business Impact
Use the following definitions to determine the severity of your request.
|
Severity |
Definition |
|
URGENT |
Systems are down or non-operational in key aspects. No workaround available. My business can not operate. |
|
HIGH |
Major product functionality doesn't work or I'm unable to perform my job responsibilities. |
|
NORMAL |
Product functionality is impacted, but most operations continue. I can still do my job. |
|
LOW |
Product functionality is not impacted. Customer Service or other questions. |
NOTE: Denis Enterprises Support can change the severity of the incident, if it was not set reasonably.
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