When raising a support request, the following priorities should be used:

  • Urgent – Business critical (for productive solutions only) – an issue that results in total loss of the service or solution, or loss of a significant function that affects the majority of users where no suitable workaround exists
  • High – Severe impact – an issue that significantly impairs the functionality of the service or solution for a large number of users where there is no suitable temporary workaround
  • Medium – Degraded operations (the default priority) – an issue that results in slight impairment of a function of the service or solution, or a more significant issue that affects a limited number of users
  • Low – Cosmetic or Feature Request – A cosmetic defect that does not affect functions of the service or solution, or a request for a new or changed feature, or a general query relating to the service or solution

DNASTREAM support may downgrade the priority of a support request if it does not meet the criteria for a higher priority. A customer may request a support request priority to be upgraded or downgraded at any time - in the event of an upgrade request, DNASTREAM support will assess the request according to the information provided by the customer in order to determine whether the support request should be upgraded in priority.