Lambda Solutions Support offers its clients the ability to select the severity of the submitted issue, when using the Support Portal.
There are four levels of severity that can be selected. Each level is assigned a corresponding Technical Support Policy response time.
| PRIORITY | DESCRIPTION | RESPONSE TIME |
|
Severity 1: CRITICAL (Urgent) |
CRITICAL production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.– Service is down or unavailable.– Data corrupted or lost and must restore from backup. A critical documented feature / function is not available. CRITICAL issues require the customer to have dedicated resources available to work on the issue on an ongoing basis with Lambda Solutions. |
Within 1 Hour |
|
Severity 2: MAJOR (High) |
MAJOR functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists.
|
Within 4 Hours |
|
Severity 3: MINOR (Normal) |
There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but not scalable. |
Within 12 Hours |
|
Severity: COSMETIC (Low) |
There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable. | Within 24 Hours |
* The response time is in business hours and does not mean that the ticket is resolved; instead, the ticket will at least be verified within the above time frame.
For more information regarding severity levels and Lambda's support, please refer to our Technical Support Policy.