Priority 1 - Critical production issues completely disabling the provision of the Services, a material security issue, or a significant production issue causing a financial impact Priority 2 - The failure of one or more key features of the Platform for an extended period of time, or a complete failure or inability to access or use the Platform for an extended period of time outside of business hours (excluding documented limitations or Excluded Downtime). Priority 3 - Services are functioning but an essential functionality is impacted, or performance is significantly degraded in a persistent way. Priority 4 - Minor Issues that are not Critical, High or Medium, and that do not impact in any significant way on the ability to use the Services – for example, cosmetic issues, or isolated features with minimal impact to Customer’s operation.
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