Note:
For system critical issues (Severity 1) that require immediate assistance, you can call +1-877-750-8330.When you submit a request to the Simpplr Support queue, it is filed by our Support team according to a number of factors.
Your Issue Type will help us process the severity and priority of your case. This helps ensure cases are responded to in a timely and efficient manner.
The graphs below will help you understand how tickets are responded to in regards to severity and priority.
What does Severity mean?
Severity: Assigned by Simpplr based on the type of issue, it is the assessed possible risk or effect of an incident/issue on client's business operations.
| Severity | Definition | Example |
| 1 | Critical issue resulting in a complete system outage or major application failure, preventing a critical business process that has immediate financial impact or impact to data integrity. There is no workaround available. | System-wide outage on a production instance. All users unable to log in. Critical failure of SSO with no workaround. |
| 2 | Serious issue preventing execution of a critical business process, causing disruption of a major business function. Major functionality is severely impaired. Serious impact on daily functions or processing and there is no acceptable workaround. | Site, page, or newsletter failure. Performance degradation, email notifications failing, basic provisioning or SSO issues. |
| 3 | Issue that does not prevent the execution of a critical business process and does not impact data integrity. The problem may be circumvented using an available workaround. | Feed, user data, analytics, general settings, Salesforce administration, or integration issues. |
| 4 | An inquiry and/or low system/business process impact issue. Examples include cosmetic defects on screens, errors in documentation, or question/how-to type requests. | General product inquiry such as clarification on a knowledge base article. Feature request. Documentation update requests. |
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