Version Differences for Common Support Issues

Ticket priorities in the strictest sense are determined by your company's SLA, but generally fall into the following descriptions. Note that we make every effort to work on your issues in the most timely manner possible regardless of the priority level, but may increase or lower the ticket priority to accurately reflect this standard:

-

*Emergency

+

*Emergency

-

A critical error or failure by the Licensed Program is causing extreme, severe and unreasonable difficulty to Customer, depriving Customer of all or virtually all production value and use of the Licensed Program.

+

A critical error or failure by the Licensed Program is causing extreme, severe, and unreasonable difficulty to your company, depriving your company of all or virtually all production value and use of the Licensed Program.

-

*High

+

:*This pertains to PRODUCTION deployments that have already been successfully deployed that are now failing, and are past the primary configuration phase of implementation. Any process that is still being configured, whether for production or not, cannot be emergency level unless there is a prearranged agreement between your company and Urbancode, informing us of your production configuration deadlines, and that you would like extra resources available according to your services agreement, which could be subject to charge.

+

*High

A non-critical error or failure by the Licensed Program that does not deprive Customer of all or virtually all production value and use of the Licensed Program; but has a high impact on the operation of the Licensed Program and no work-around.

-

*Medium

+

*Medium

An error, failure, or defect that does not have a significant impact on the operation of the Licensed Program; or a high-impact error, failure, or defect for which a work-around is in place.

-

*Low

+

*Low

A non-urgent request for information, training, licenses, or other issue that would be nice to have in a future release. This includes requests for behavior that is not currently intended in the version of the Licensed Program. Any action undertaken regarding feature requests, if any, will be at the sole discretion of Urbancode.

 Ticket priorities in the strictest sense are determined by your company's SLA, but generally fall into the following descriptions. Note that we make every effort to work on your issues in the most timely manner possible regardless of the priority level, but may increase or lower the ticket priority to accurately reflect this standard:
-                *Emergency
+                *<u>Emergency</u>
-                A critical error or failure by the Licensed Program is causing extreme, severe and unreasonable difficulty to Customer, depriving Customer of all or virtually all production value and use of the Licensed Program.
+                A critical error or failure by the Licensed Program is causing extreme, severe, and unreasonable difficulty to your company, depriving your company of all or virtually all production value and use of the Licensed Program.
-                *High
+                :*This pertains to PRODUCTION deployments that have already been successfully deployed that are now failing, and are past the primary configuration phase of implementation. Any process that is still being configured, whether for production or not, cannot be emergency level unless there is a prearranged agreement between your company and Urbancode, informing us of your production configuration deadlines, and that you would like extra resources available according to your services agreement, which could be subject to charge.
                 *<u>High</u>
 A non-critical error or failure by the Licensed Program that does not deprive Customer of all or virtually all production value and use of the Licensed Program; but has a high impact on the operation of the Licensed Program and no work-around.
-                *Medium
+                *<u>Medium</u>
 An error, failure, or defect that does not have a significant impact on the operation of the Licensed Program; or a high-impact error, failure, or defect for which a work-around is in place.
-                *Low
+                *<u>Low</u>
 A non-urgent request for information, training, licenses, or other issue that would be nice to have in a future release.  This includes requests for behavior that is not currently intended in the version of the Licensed Program.  Any action undertaken regarding feature requests, if any, will be at the sole discretion of Urbancode.