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Support

You might at some point run into an issue or bug. If and when you do, consultants can report them here. End users, please reach out to Customer Care or a consultant. Support tickets can have the following priorities:

Blocker

  • One or more critical customer processes are severely impacted. There is no workaround available.
  • Production is down and unreachable.

Issues in this category will be addressed as soon as possible, even outside working hours.

Critical

  • A critical customer process is severely impacted. There is a (cumbersome) workaround available.
  • Customer data is lost.
  • Implementation for a customer cannot continue or is severely slowed or obstructed.
  • A package installation cannot continue.

Issues in this category will be addressed as soon as possible, within working hours.

Major

  • A customer process is impacted. There is a workaround available or the process is non-critical.
  • Implementation for a customer is slowed or obstructed.

Issues in this category will be given priority within working hours.

Minor

  • An issue gives minor inconvenience (validation or errors are unclear, UX isn't optimized) or is non-critical.
  • Implementation for a customer is slightly slowed or obstructed.

Issues in this category will be picked up normally.

Trivial

  • Typos.
  • Documentation improvements.
  • Minor UI improvements.

Issues in this category will be picked up normally.