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.

Severity_levels.png

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

Critical
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.
Examples:
➤A Platform feature in the Studio is unavailable.
➤All videos are failing in production.

Major
Use this level when a major functionality of the Platform is affected or there is a significant change in performance.
Examples:
➤You receive an error when you try to create or activate a version.
➤You receive an error when creating a data element.
➤You receive an error when you try to upload narrations or assets.

Minor
Use this level when you're experiencing a small inconvenience, a cosmetic issue, or want to request a new feature.
Examples:
➤How-to questions
➤Minor animation and content issues
➤System errors with minor impact

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