How Support Requests are Classified

How Support Requests are Classified

Support Guidelines for PENGUIN 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: PENGUIN Support can change the severity of the incident, if it was not set reasonably. 


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