When you submit a support request, we want you to know exactly how it’s managed. Our goal is to resolve issues efficiently while focusing on the impact to your business. Here’s how we prioritize cases and what you can expect.
How We Assess Priorities
We review each case based on urgency and genuine business impact, in line with our Customer Terms. This ensures that critical issues receive immediate attention while general queries are handled promptly.
Priority Levels:
- Critical – System is down or core functionality is unavailable.
- High – Major business impact; product is significantly impaired but still partially usable; limited workarounds available.
- Regular – General questions or issues with minimal business impact (e.g., cosmetic issues, usage questions, feature requests).
Important Notes
- Case priority may be adjusted to align with Software Assurance Terms.
- Cases of the same priority are handled on a first-come, first-served basis.
- In some situations, resolving your request may require chargeable work from a Jobpac Consultant. If that’s the case, we’ll confirm with you before proceeding.
What Happens Next
Once your case is logged:
- A team member will review it as soon as possible.
- If we need more details, we’ll contact you.
- Everyone CC’d on the ticket will receive ongoing updates.
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