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Technical Support Priorities
REMSYS Technical Support strives to respond to all customer inquiries and requests in a timely manner.
When submitting a trouble ticket, you will need to choose a priority level to it based on the following table so we have an understanding of the impact the problem is having on your business.
The priority of the ticket will determine our maximum response time.
Most tickets, even low priority tickets, will be completed in 24 hours or less.
Critical Priority (guaranteed response time within 1 hour)
Critical production problem which could seriously affect the customer`s production systems, or in which customer production systems are down or not functioning, or loss of production data and no procedural restore exists.
Urgent Priority (guaranteed response time within 2 hours)
Problem in which the customer`s production system is disrupted but functioning in capacity to remain productive and maintain necessary business-level operations.
Urgent Priority problems also includes issues that result in an emergency condition that cause a serious security breach.
Normal Priority (guaranteed response time within 8 hours)
Medium-to-low business impact problem which causes partial non-critical functionality loss. This kind of problem impairs some operations but allows the client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the customer's operation and issues in which there is an easy circumvention or avoidance by the end user.
Low Priority (guaranteed response time within 24 hours)
Includes general usage questions, recommendations for future service enhancements or modifications.
There is no impact on the quality, performance or functionality of the customer production system.
The resolution of any given issue may take minutes or hours depending on the problem.
REMSYS may change a problem priority, based on its impact on your business.
When submitting a trouble ticket, you will need to choose a priority level to it based on the following table so we have an understanding of the impact the problem is having on your business.
The priority of the ticket will determine our maximum response time.
Most tickets, even low priority tickets, will be completed in 24 hours or less.
Critical Priority (guaranteed response time within 1 hour)
Critical production problem which could seriously affect the customer`s production systems, or in which customer production systems are down or not functioning, or loss of production data and no procedural restore exists.
Urgent Priority (guaranteed response time within 2 hours)
Problem in which the customer`s production system is disrupted but functioning in capacity to remain productive and maintain necessary business-level operations.
Urgent Priority problems also includes issues that result in an emergency condition that cause a serious security breach.
Normal Priority (guaranteed response time within 8 hours)
Medium-to-low business impact problem which causes partial non-critical functionality loss. This kind of problem impairs some operations but allows the client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the customer's operation and issues in which there is an easy circumvention or avoidance by the end user.
Low Priority (guaranteed response time within 24 hours)
Includes general usage questions, recommendations for future service enhancements or modifications.
There is no impact on the quality, performance or functionality of the customer production system.
The resolution of any given issue may take minutes or hours depending on the problem.
REMSYS may change a problem priority, based on its impact on your business.