When submitting a support request, you should provide Simble with what you believe is the appropriate classification of the severity of the error using the following Class Level table as a guide. Severity levels range from Class 1-Critical to Class 4-Minor. Simble will make a reasonable and conclusive determination of the class level of the error and respond in accordance to the class of error.
|Class 1 - Critical
Faults that seriously impair or halt performance in production for the end-user:
- System, server or critical application down
- The user cannot make use of an essential function in the production system
- Profitability will be severely impacted within several days
- The problem cannot be solved by a restart or a bypass or a workaround
|Class 2 - Urgent
Serious faults that affect productivity or development:
- High-impact problem where production is proceeding, but in a significantly impaired fashion
- The production system is running, but with repeated interruptions
- Time-sensitive issue important to long-term productivity that is not causing an immediate stoppage of work
Can't go into production - workaround has not been found.
- The problem cannot be solved by a restart or a bypass
- Halts further development - workaround has not been found.
|Class 3 - Important
- Problems which do not have a significant impact on current productivity.
- The production system is running, but with limitations.
- A function in the production system is failing, but there is a bypass available.
- A function in the development system is failing, but there is a bypass available.
- Development project can proceed, but in a significantly impaired fashion.
- A workaround has been found but it is not acceptable.
|Class 4 - Minor
Issues with low priority.
Minor faults which do not affect the use of the system