At CosmoSoft, we base our response times and the actions we take to resolve your problem on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. In responding to a Customer's Service requests regarding CosmoSoft Software, the following priority levels and corresponding response timeframe objectives have been established by program level.

Note: Please note that not all programs are offered on every product, and service levels may vary by product. To see specific information for your product, choose the product from the support programs page.

Case priority definitions

For the Paid SLAs Support programs, it is you, the customer who identifies the initial priority level (Minor and Important) after based on this issue description CosmoSoft Technical Support Team identifies the final priority level (Minor, Important, Urgent and Critical). Accurately prioritizing your technical issue is critical to our mutual success and the following guidelines will assist you in determining the appropriate priority level. When a request is submitted as a high-priority issue, a designated contact will be available to work with the CosmoSoft Technical Support Team while we resolve your issue.

• MINOR: the problem results in minimal or no interruptions to normal operations (no business impact). The issue consists of "how to" questions, installation and configuration inquiries, enhancement requests, or documentation questions. If CosmoSoft Support Team estimates that a reported technical issue or business situation requires additional attention, an internal management escalation procedure will be followed. A management escalation process will be enacted when response-time targets are, or will be, exceeded or when you are dissatisfied with the solution provided.
  
  
• IMPORTANT: the problem causes interruptions in normal operations. It does not prevent operation of a system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software. The issue will affect a pilot or proof-of-concept deadline.
  
  
• URGENT: the problem results in serious interruptions to normal operations or will negatively impact an enterprise-wide production system rollout. In a production system, important tasks cannot be performed, but the error does not impair essential operations, processing can still continue in a restricted manner, and data integrity may be at risk. In a development system, the problem hinders deployment. The service request requires timely processing, because the malfunction could cause serious interruptions to critical processes or negatively impact business decisions.
  
  
• CRITICAL: the problem results in extremely serious interruptions to a customer's production system. It has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised and the service request requires immediate processing as the issue can result in financial losses.