Severity level indicates the relative impact of an issue on customer's application or business processes. CelloSaaS Support uses the following severity level definitions to classify support requests

 

Severity 1 (Urgent)- [TTR-24 Hrs]:

· Mission critical service is down and no workaround is immediately available

· Crucial CelloSaaS’s core component is not functioning, resulting a halt of all operations and critical business impact.

· The application crashes, corrupts data or there are a significant risk of loss or corruption.

· The issue affects a significant number of end-users

· A customer is unable to install and run the application because of problems with a license key. No workaround or immediate solution is available.


Note: For Severity 1 cases, it is required to leave a contact phone number on web form/Email and make sure you can answer it right away to work on the issue on an ongoing basis. Once a workaround is made available, the issue becomes severity 2.

 

Severity 2 (High) - [TTR-48 Hrs]:


A customer is unable to use the entire product or part of the product and the issue affects a significant number of customers. A temporary 

workaround may be available as CelloSaaS attempts to resolve the issue.


· A business-critical feature described in the documentation is not available or functioning

· A customer is unable to install and use a program component or a feature described in the documentation. A temporary workaround may be available as CelloSaaS attempts to resolve the issue.

 

Severity 3 (Normal) - [TTR-72 Hrs]:


 A customer is able to use the application; however, there is a non-critical loss of functionality


· Functionality of some components is impaired, but allows the users to continue using the application.

· A customer is able to use the application; however, there is a partial non-critical loss of functionality of the application. (alternate way of achieving it)

 

Severity 4 (Low) - [TTR- Defined by Support Engineers]:


A minor cosmetic issues or general usage questions


· Requests for information about application usage

· Missing or erroneous documentation

· Minor problems not impacting delivery of service


Note: The selected severity should be reasonable. Support engineers may reduce the severity of the ticket after confirmation if it does not match the official definition.

 

Response to Customers (Mon - Fri)

 

· We acknowledge and attempt to provide resolution of any issue submitted to us within 24 hours (excluding weekends and observed Indian holidays).


[Please refer our Holidays List].

 

Time to Resolution [Excluding Weekends & Declared Holidays]


Severity 1 : 24 Hrs

Severity 2 : 48 Hrs

Severity 3 : 72 Hrs

Severity 4  : Defined by Support Engineers


NoteThe TTR mentioned here is applicable only for issues and not for Feature/Enhancement requests.

 

Feature/Enhancement Request

Customers are welcome to provide their suggestion/inputs to the product through request for feature/enhancements. Our product management team will review the requests and prioritize them based on the following factors,


- Technical feasibility

- Fitment of request to be considered as a global feature

- Relevance to Current Roadmap

- Effort required

- Impact to old versions compatibility

 

Once we complete the analysis our support team will communicate the tentative timeframe for supporting the feature/enhancement requests.