{"id":851,"date":"2013-11-11T20:33:22","date_gmt":"2013-11-12T02:33:22","guid":{"rendered":"http:\/\/www.mantissa.com\/?page_id=851"},"modified":"2013-11-11T22:11:22","modified_gmt":"2013-11-12T04:11:22","slug":"mantissa-problem-severity","status":"publish","type":"page","link":"https:\/\/www.mantissa.com\/dotcom2020\/mantissa-customer-support-2\/mantissa-problem-severity\/","title":{"rendered":"Mantissa: Problem Severity"},"content":{"rendered":"

When you contact Technical Support, you and your Technical Support Analyst will agree on and assign a severity classification to your problem. The severity should always be set to a reasonable and realistic level, reserving the severity level 1 classification for only extremely urgent situations. As research into the problem progresses, it is possible to change the severity level.<\/p>\n

The possible severity classifications are:<\/p>\n\n\n\n\n\n\n
\n
Severity 1:<\/b><\/div>\n<\/td>\n
Issues preventing your ability to conduct day-to-day business, such as an inaccessible or inoperable production system, lack of data integrity, data corruption, or data unavailability.<\/td>\n<\/tr>\n
Severity 2:<\/b><\/td>\nIssues impacting your ability to conduct day-to-day business.<\/td>\n<\/tr>\n
Severity 3:<\/b><\/td>\nIssues that do not immediately impact your production environment or significantly affect the product’s operations. This is the default level.<\/td>\n<\/tr>\n
Severity 4:<\/b><\/td>\nProduct upgrade testing.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

 <\/p>\n

Technical Support and Development will work on a severity 1 problem 24 hours a day to provide a resolution. Because we are dedicated to resolving these issues as quickly as possible, we ask that you be available 24 hours a day, so that Technical Support can obtain any further documentation required to continue resolving the problem. If Technical Support cannot contact you when documentation is required, a severity 1 problem report will be dropped to severity 2 until you become available to provide Technical Support with documentation.<\/p>\n

Technical Support will work with you until you have recovered from any problem that a Mantissa product may have caused and\/or you have a reasonable work-around, and then continue to work to resolve the problem within the product.<\/p>\n","protected":false},"excerpt":{"rendered":"

When you contact Technical Support, you and your Technical Support Analyst will agree on and assign a severity classification to your problem. The severity should always be set to a reasonable and realistic level, reserving the severity level 1 classification for only extremely urgent situations. As research into the problem progresses, it is possible to […]<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":871,"menu_order":0,"comment_status":"open","ping_status":"open","template":"","meta":{"footnotes":""},"class_list":["post-851","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.mantissa.com\/dotcom2020\/wp-json\/wp\/v2\/pages\/851","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.mantissa.com\/dotcom2020\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.mantissa.com\/dotcom2020\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.mantissa.com\/dotcom2020\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.mantissa.com\/dotcom2020\/wp-json\/wp\/v2\/comments?post=851"}],"version-history":[{"count":1,"href":"https:\/\/www.mantissa.com\/dotcom2020\/wp-json\/wp\/v2\/pages\/851\/revisions"}],"predecessor-version":[{"id":852,"href":"https:\/\/www.mantissa.com\/dotcom2020\/wp-json\/wp\/v2\/pages\/851\/revisions\/852"}],"up":[{"embeddable":true,"href":"https:\/\/www.mantissa.com\/dotcom2020\/wp-json\/wp\/v2\/pages\/871"}],"wp:attachment":[{"href":"https:\/\/www.mantissa.com\/dotcom2020\/wp-json\/wp\/v2\/media?parent=851"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}