Support Terms
Support Email: tickets@oneteam.uservoice.com
Resolution Process for issues of severity levels 1 and 2
1. Trouble Ticket opened
2. Assign engineer to determine and correct the error
3. Periodic reports on the status of the correction
4. Initiate work to correct the error
Target response time in accordance with the table below:
Severity |
Definition |
Response Goal |
Details |
Severity 1 |
Service substantially fails to perform |
1 hour |
- Trouble Ticket opened - Assign engineer to determine and correct the error - Periodic reports on the status of the correction - Initiate work to correct the error |
Severity 2 |
Substantial degradation in performance of the Service |
2 hours |
- Trouble Ticket opened - Assign engineer to determine and correct the error - Periodic reports on the status of the correction - Initiate work to correct the error |
Severity 3 |
Minimal to no impact on the availability or performance of the Service |
3 days |
- Commercially reasonable efforts to include in next major release |