Case 04



 

Support Packages



Datacosa provides 4 support packages

Standard Support Information

Severity Description Response Time
Critical
Severe business impact due to a non-functioning Datacosa feature.
24 Hours
Non-Critical
A non-critical question about Datacosa functionality
Forum

Other Support Packages Information

Priority Level Description Gold Support Platinum Support Priority Support
Response Time
Resolution Time
Response Time
Resolution Time
Response Time
Resolution Time
S1: No Access to Datacosa
S1 Severity refers to a situation when NONE of the Datacosa work spaces are available for use. Datacosa Workspaces are down or unavailable. A critical part of Datacosa functionality is unavailable or not working as documented or is inaccessible resulting in disruption of work.
8 hours
1 Day
4 Hours
16 Hours
2 Hours
12 Hours
S2: Workspace Down
S2 Severity refers to a situation when one or more Datacosa Workspace is unavailable OR there is a blocking production issue affecting all users that does not have any workaround. A critical part of Datacosa functionality is unavailable or not working as documented or is inaccessible resulting in disruption of work.
12 Hours
18 Hours
8 Hours
14 Hours
4 Hours
10 Hours
S3: Major Issue
S3 Severity refers to a situation that significantly impacts performance for most users OR when major functionality is impacted for some or all users OR when work cannot be done in a non-production environment. Functionality works but performance is highly degraded beyond reasonable considerations OR the functionality is a critical piece of the business solution and not having it will reduce the value proposition of the Datacosa solution. No reasonable workaround is available.
24 Hours
5 Business Days
14 Hours
2 Business Days
10 Hours
1 Business Day
S4: Normal
S4 issues refer to an issue that affects some but not all users. A short-term workaround is available but may not work out in the long term. The problem affects a non-critical functionality.
2 Business Days
7 Business Days
1 Business Day
4 Business Days
18 Hours
3 Business Days
S5: Low
S5 refers to information request related to application capabilities, installation (Agent) or configuration and minor problems not affecting service functionality. Missing or erroneous documentation Technical questions related to Product Features.
3 Business Days
10 Business Day
2 Business Day
6 Business Day
1 Business Day
4 Business Days