Issues will be categorised and handled according to an assigned severity level. The ticket severity level is selected by the User at the time of ticket submission, and will be updated by infoThink Solutions as follows:
Level 1 - Critical
Critical production issue affecting all Users, including system unavailability and data integrity issues with no workaround available.
Level 2 - Urgent
Major functionality is impacted or performance is significantly degraded. The issue is persistent and affects many Users and/or major functionality. No reasonable workaround is available.
Level 3 - High
System performance issue or bug affecting some but not all Users. Short-term workaround is available, but not scalable.
Level 4 - Medium
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround is available. The resolution required as soon as reasonably practicable.
If purchased, the Support Plan will be provided to customer's users in accordance with the selected SLA within this description. Users can submit support tickets over the Web or by telephone (Silver SLA and above). infoThink Solutions will use ...
Submitting a Support Ticket in any of the followings ways by Customer's Users. For all support plans Email: firstname.lastname@example.org Support Portal: https://support.infothink.com.au/portal Whatsapp: +1-334-463-9510 Other support ...
Designated Contacts are Users that the Customer identifies as the primary liaisons between Customer and infoThink Solutions for technical support. Customer shall identify and maintain at least one (1) Designated contact. Customer shall ensure that ...