At the time of submitting a ticket, you'll be asked to specify the Severity Level for the incident you are reporting. Please refer to the definitions below to determine what level to specify in the ticket.
Severity 1 (Critical)
Incident where Client’s production use of the BlueTalon Technology is stopped or so severely impacted that Client cannot reasonably continue business operations. It may result in a material and immediate interruption of Client’s business operation that will restrict availability to data and/or cause significant financial impact.
Severity 2 (High)
Incident where one or more important functions of the BlueTalon Technology are unavailable with no acceptable Alternative Solution. Client’s implementation or production use of the BlueTalon Technology is not stopped; however, there is a serious impact on the Client’s business operations.
Severity 3 (Medium)
Incident where: (a) important BlueTalon Technology features are unavailable but an Alternative Solution is available, or (b) less significant BlueTalon Technology features are unavailable with no reasonable Alternative Solution. Clients experience a minor loss of business operation functionality and/or an impact on implementation resources.
Severity 4 (Low)
Incident that has a minimal impact on business operations or basic functionality of the BlueTalon Technology.
See Support Terms listed on http://bluetalon.com/license-terms/ for target Response Times. Please note that the support terms for your organization may differ from these if your organization has purchased additional level of support. Please contact your Authorized Contact to get more information.