Please read this article before reporting an incident to enable BlueTalon team to assist you properly. For instructions on how to submit a ticket via an email or through the Support Portal, please see this article.
Authorized Contacts. All reports of Incidents must be made to BlueTalon by the Authorized Contact(s). The Client may substitute Authorized Contact(s) from time to time by giving BlueTalon prior written notice, including the relevant contact information for any new Authorized Contact.
Required Information. All Incident reports must, if applicable, include the following:
- A reproducible Test Case that demonstrates the specific usage that causes the Incident being reported.
- Exact wording of all related error messages.
- A full description of the Incident and expected results.
- Any special circumstances surrounding the discovery of the Incident.
Severity Levels. BlueTalon will work with Client and will assign the appropriate severity level to all Incidents according to the Severity Level definitions. Severity Levels are assigned to allow prioritization of incoming Incidents. BlueTalon may reclassify Incidents based on the current impact on the BlueTalon Technology and business operations as described in the Severity Level definitions.
Support as part of License Terms. If BlueTalon determines that an Incident is in fact an Enhancement Request, it shall not be addressed under these Support Terms listed on http://bluetalon.com/license-terms/. 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.