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

 

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