Priority Levels

 

Priority Levels

Priority Levels

When you contact RCC Support, in most instances a case number will be generated for the issue you are reporting. Each case is assigned a Priority Level, which allows us to gauge the severity of the issue, to assign the proper resource to the case, and to respond in an appropriate manner (and in an appropriate time frame). Please refer to the following table when choosing a Priority Level for your submission**.

 

Priority Level Example(s) Support Response Times | Days
Priority 1 – Critical Issue* System down; one or more mission-critical departments unable to operate; night audit failure. Two (2) hours |Day or night. Note: It is recommended that customers immediately contact RCC Support by telephone for Critical Issues, as this can reduce the response time.
Priority 2  — Serious Issue Major software flaw or data failure with significant operational impact. A difficult, time-consuming workaround may exist, or no workaround exists but issue is not considered Priority 1 (Critical). Two (2) Hours |Standard RCC Support Hours
Priority 3 – Moderate Issue Minor software defect or functional break-down in which an easy (though perhaps inconvenient) workaround exists, or in which no workaround exists but impact is minor. Two (2) Business Days | RCC Support Days
Priority 4 – Training or Feature Issue Software feature does not appear to behave in a manner consistent with common business practices; business or operations would benefit from an additional feature or feature enhancement. Five (5) Business Days | RCC Support Days

 

*Note that lower-priority issues misrepresented as “Critical” outside of RCC Support’s regular business hours may incur additional charges.

** Based upon review of the Case, RCC Support may re-categorize your submission with a higher or lower Priority Level.