When you submit a support request to our Support Team, you'll need to let us know the severity of the problem that you're experiencing.

Setting a severity level allows SundaySky to prioritize the handling of support requests with the appropriate level of urgency. In some cases, after your support request is reviewed by a member of our team, the severity level may be raised or lowered accordingly.


To help you determine the severity level to select, you can refer to the examples following each category below.

Use this level when there is a complete loss of service, a significant feature is completely unavailable, or an issue is having a severe impact on your business.
➤A feature in the SundaySky Video Platform is unavailable.
➤All videos are failing in production.

Use this level when a major functionality of the SundaySky Video Platform is affected or there is a significant change in performance.
➤You receive an error when you try to preview a scene in the video.
➤You receive an error when configuring content with data elements.
➤You receive an error when you try to upload media assets.

Use this level when you're experiencing a small inconvenience or cosmetic issue.
➤How-to questions
➤System errors with minimal impact; work is not affected


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