We want to give our customers and partners advance notice that we will be having an all-company meeting from Monday, November 10 through Wednesday, November 12. During this time we will be monitoring support calls however we may not respond until Thursday, November 13 unless you have a level 1 urgent issue.
If you do have a level 1 issue, please call support at 770-955-3530 option 3 and give us as much detail as possible as well as sending any documentation through email to email@example.com. Please do not email consultants directly as they will have limited access to their email during this time. We will contact you regarding your issue at the earliest possible time.
A level 1 issue is described in our Maintenance policy document as follows:
Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency.
A level 1 service request has one or more of the following characteristics:
- Data corrupted
- A critical documented function is not available
- System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
- System crashes, and crashes repeatedly after restart attempts
- After an update, if your system loses functionality that worked prior to the update (a regression error)
If you have any questions or concerns, please contact us directly. Thank you!