Eftia customers should inform Customer Support of the problem level at the time of the first call so that the appropriate resources can be allocated to resolve the trouble within an acceptable time.
Problems that come to Customer Support are ranked according to four levels:
The four levels of problem severity are defined as follows:
Critical
The customer is unable to use the supported software because specified functions are consistently failing, resulting in critical impact to operations, and there is no known workaround to such errors. Eftia will use commercially diligent efforts to acknowledge the customer's request within two hours of notification by the customer, respond to the customer's request on the same day of notification, and provide a resolution, workaround or patch, if possible, by the next day.
Major
The customer is able to use the supported software but is severely restricted because specified functions are failing, resulting in impaired productivity. There is a workaround to such errors but it is awkward. Eftia will use commercially diligent efforts to acknowledge the customer's request within two hours of notification by the customer, respond to the customer's request on the same day of notification, and provide a resolution, workaround or patch, if possible, by the second day after receiving notification from the customer.
Moderate
The customer's work is impeded but progress is not seriously impacted. Eftia will use commercially diligent efforts to acknowledge the customer's request on the same day that notification is received from the customer and to respond to the customer's request within four days of notification.
Minor
The customer has discovered supported software behavior that is different from specifications in the documentation, but operations are not impacted. There may be a known workaround. Eftia will acknowledge the problem and endeavor to resolve the problem in a future bug fix or minor release of the supported software.
For more information about Eftia customer support, write to us using our on-line form, send us a fax at (613) 564-4401, or call us toll-free at 1-888-828-4407.
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