Incident Management System is managed by ITIL certified professionals with defined severities according to nature of the Incident.
Severity Critical (A): Response time within 1 hour of the ticket raised (Available with Premium support, to purchase premium support please mail to ist(at)cubiclogic(dot)com)
Severity Urgent (B): Response time within 4 business hours of the ticket raised (Available with Premium support, to purchase premium support please mail to ist(at)cubiclogic(dot)com)
Severity Important (C ): Response time within 8 business hours of the ticket raised (Available as standard support bundled with applications wherever applicable)
Severity Monitoring (D): Incident can be moved into monitoring severity after resolving issue complete documentation of problem incident from problem description, cause to resolution is sent to the customer upon successful resolution of the incident.
Severity A is defined where entire organization is impacted and users are not productive. Severity B is defined as, part of users are impacted it or senior management / decision makers are not able to perform actions, severity C is used in the cases where any performance issues, any of the feature may not be working as expected or some of the users are impacted.
Severity D is used primarily used for monitoring purposes once issue is resolved.