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LOW - Customer is experiencing a minor incident, often cosmetic by nature, which causes low or no impact to business operations. This includes enhancement requests.
NORMAL - Customer is experiencing an incident which causes moderate impact to business operations. This includes issues with application features for which workarounds exist.
HIGH - Customer is experiencing an incident which causes major impact to a production environment or severe impact to non-critical business operations.
URGENT - Customer is experiencing an urgent issue in production. Application is unusable, and there is no workaround.