Support Severity Levels

With a support contact, all support calls will be categorized based on the severity level. Full details can be provided as part of any contract.

Below are our service severity levels, with examples of the type of issues that may fall under each one

Level 1 Urgent - Issues that cause complete loss of public-facing service

• Issue causing loss of public facing site, with no workaround

Level 2 High - Complete loss of a key component or feature of the service

• Issue affecting publishing of content or media
• Issue affecting pulling of media or content from upstream services

Level 3 Medium: Reduced functionality of a component or feature of the service

• Performance Issues, e.g slow or unresponsive dialogs
• Issues effecting back-office components of uSync that do not impact on public facing pages
• Missing property or data issues, such as new values not syncing as expected

Level 4 Low: Minor issues with a minimum impact on users

• Issues with expected behavior of sync files or setup
• User interface issues

Level 5 Service Improvements

• Non opertational issues, feature requests etc.