Support

Key elements of our support policies

Content Error Severity Classification

Each Technical Support request shall be assigned a severity level by ERP Risk Advisors in accordance with the following guidelines:

Severity level S1- Critical

Definition:

  • Severe problem preventing the Customer from performing critical business functions or causing a critical audit issue.

Examples:

  • Issue renders use of Content inoperable
  • Critical audit issue that needs immediate attention

Severity level S2- High

Definition:

  • Customer able to perform job function but significant issues remain related to use of content.

Examples:

  • Production system adversely impacted
  • Near time feedback is needed for audit or operational risks

Severity level S3- Medium

Definition:

  • Customer performance of job function is largely unaffected.

Examples:

  • Questions remain with respect to the content, but they are not time sensitive

Severity level S4- Low

Definition:

  • Minimal or no job function impact; feature requests and other non-critical questions.

Examples:

  • No Customer business impact
  • Questions on Content use / documentation
  • Requests for features

Priority Level Objectives ERP Risk Advisors

ERP Risk Advisors shall use commercially reasonable efforts to provide Customers with technical advice and assistance on the use of the Content according to severity level.

Priority level - Critical / S1

Initial Target Response Based upon Current Operating Hours: 1.5 hours

Target Communication Frequency During Current Operating Hours: Every 4 hours

Target Work Effort/Solution:

  • Use commercially reasonable efforts to develop a workaround or resolution, as required. Include resolution in the next appropriate release for general distribution.

Priority level - High / S2

Initial Target Response Based upon Current Operating Hours: 4 hours

Target Communication Frequency During Current Operating Hours: Every 8 hours

Target Work Effort/Solution:

  • Use commercially reasonable efforts to develop a workaround or resolution, as required. Include resolution in the next appropriate release for general distribution.

Priority level - Medium / S3

Initial Target Response Based upon Current Operating Hours: 8 hours

Target Communication Frequency During Current Operating Hours: As appropriate

Target Work Effort/Solution:

  • Include resolution in the next appropriate release for general distribution.

Priority level - Low / S4

Initial Target Response Based upon Current Operating Hours: Within 1 business day

Target Communication Frequency During Current Operating Hours: As appropriate

Target Work Effort/Solution:

  • Include resolution in the next appropriate release for general distribution.