Customer Support - Customer Impact Levels
All tickets opened for issues affecting customer use of the Cloudbridge Platform are designated a Customer Impact. This article describes these levels:
Level | Impact | Repair |
|---|---|---|
1. Show-stopper | Customer cannot get work done / no work around available. | Immediately. |
2. Critical | Impacts most and/or important users; a significant work around effort is required to get work done. | 1-3 days. |
3. Major | Impacts most users, affects user efficiency, possible to continue to work. | 1-2 weeks. |
4. Normal | Minimal impact, possible to continue to work. | In a scheduled platform update. |