Introduction
Severity 1
Severity 2
Severity 3
Severity 4
Introduction
Support tickets are categorized according to a severity or business impact scale. Kaseya support efforts are prioritized based on the business impact of the issue and on the support level of the customer organization, the technology area, and/or operating level agreement with third-party vendors.
Technical support requests within a severity level are generally processed on a first-come, first-served basis. Severity 1 (highest) business impact requests that require an immediate response or direct help of technical support specialists may be processed out of turn.
When submitting a support ticket, you are requested to supply detailed information (such as name and version of the product, platforms, example machines, steps to reproduce, exact error messages, logs, changes made to the system or environment prior to the issue, etc.) in order for Kaseya support staff to properly identify and diagnose the issue and speed up response and resolution of the ticket. Failure to supply this information upon request may result in a delay of support assistance.
Kaseya technical support cannot guarantee a fixed problem resolution period due to a number of influencing factors, amongst them:
- Customer's timely replies
- Response time of a third-party partner
- The need to prepare and release a patch, software update, new feature, etc.
The severity of a support ticket is set according to the guidelines listed below. Since it is not possible to define every possible condition or technical situation, these guidelines can only provide guidance.
Severity 1 - System Down
Production application down or major malfunction resulting in a product inoperative condition. Users are unable to perform their normal functions.
The specific functionality is mission-critical to the business and the situation is considered an emergency.
Qualifying Conditions
- Production Server or other mission-critical systems are down or substantial loss of service
- Services will not start (VSA or Traverse)
- Multiple web pages are giving ASP errors
- No user can log in
- No VSA agents are checking in or all agents are offline.
- Stops all monitoring, alerting, or ticketing functions resulting in a loss of business productivity and remote monitoring functionality.
- No emails are being sent
- A substantial portion of the Customer’s mission-critical data is at significant risk of loss or corruption
- No admin can remote control (KRC/KLC/RC) into any agent
- The ticketing (BMS, Vorex, Service Desk, Ticketing) system is completely down, no tickets are accessible, and/or no tickets are being received into the system.
- Complete loss of billing / invoicing capabilities
- Production server or other mission-critical systems are down
- An issue in which the product causes the Customer’s network or system to fail catastrophically or that compromises overall system integrity or data integrity when the product is installed or when it is in operation (i.e., causing a system crash, loss or corruption of data, or loss of system security) and significantly impacts the Customer’s ongoing operations in a production environment.
Support Effort
Requires maximum effort from Kaseya and customer, until an emergency fix is developed, or a workaround is available.
During the resolution of a case, the Technical Support Engineer will maintain contact via the telephone and/or email or both as needed.
Critical situations may require both Customer and Kaseya personnel to be at their respective work locations on an around-the-clock basis.
If the authorized or designated customer contact is not available to engage in this effort, Kaseya Support may reduce the severity level. If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Kaseya Support may close the ticket.
Severity 2 - Significant Impact
Critical loss of application functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The program is usable but severely limited.
Qualifying Conditions
- Service interruptions to some, but not all, modules within a supported product. (Examples: Modules not functional for some users but functional for others.
- A problem or issue is adversely impacting production operations, but the production system is not down; the product operates but is seriously restricted.
- Time-sensitive issue reported by Customer, which may adversely affect monitoring or productivity.
- Some types of monitoring are non-functional (e.g. SNMP, NT Events, Monitor sets)
- VSA policies not applying to agents/organizations
- Important workflows are not triggering as expected.
- Unable to bill
- Reports fail to be generated
- Security Updates are not being installed (KAM/KAV)
- Backups are failing
- In a production system, important tasks cannot be performed, but the error does not impair essential operations (Example: Server performance is slow, but still functional).
- Some (but not all) admins are unable to perform specific tasks.
Support Effort
Requires intensive support effort from Kaseya and customer, until a fix is developed or workaround is available.
Severity 2 situations do not generally require Customer and Kaseya personnel to be at their respective work locations on an around-the-clock basis. Kaseya Support personnel will agree with the Customer what effort is required.
If the authorized or designated customer contact is not available to engage in this effort, Kaseya Support may reduce the severity level. If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Kaseya Support may close the ticket.
Severity 3 - Minor Impact
Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, a convenient workaround exists/minor performance degradation/not impacting production.
Qualifying Conditions
- The system is up and running, but the problem causes a non-negligible impact. A workaround exists, but it is only temporary (Example: A report can be triggered manually but does not run when scheduled.)
- The software still functions in the Customer's business environment, but there are functional limitations that are not critical in the daily operation (Example: Customer is getting tickets created correctly but wants them to behave in a different manner.)
- Does not prevent the operation of a production system or there is some degradation in performance (Example: The issue affects only one company or location in the client's environment.)
- Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions A workaround exists by using an alternative.
- A problem has occurred with a limited adverse effect on the customer’s business operations. A non-production issue where a majority of the functions are still usable.
Support Effort
Requires moderate support effort from Kaseya and Customer, until a fix is developed or workaround is available.
Severity 3 situations do not require around-the-clock effort.
If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Kaseya Support may close the ticket.
Severity 4 - Informational Only
Minor loss of application functionality, product feature requests, how-to questions. The issue consists of "how-to" questions including issues related to one or multiple modules and integration, installation and configuration inquiries, enhancement requests, or documentation questions.
Qualifying Conditions
- The problem does not have a significant impact on the Customer or occurs in functionality that is not critical or frequently used (Example: Customer is having trouble with branding reports, agents, or a DGE).
- There are no extenuating circumstances that would require this issue to be resolved outside of the normal software (Example: Customer has general questions about the functionality of a particular item. Customer does not understand an item in the documentation and would like clarification).
- The problem causes little impact on your operations or a reasonable workaround for the problem has been implemented (Example: An Agent will not install on one machine; an individual policy is not applying correctly on some agents).
- The problem results in minimal or no interruptions to normal operations
- Non-critical, Minor loss of application functionality or product Feature Request question (Example: Customer wants to know if a particular function is possible).
- Minor infractions including documentation or cosmetic error not impacting production (Example: Branding, renaming of computers, etc).
- Functionality does not match documented specifications.
- Service enhancements requests.
- Minor issue or question that does not affect the product function, and can be readily circumvented. A minor condition or documentation error that has no significant effect on the customer’s operations. A suggestion for new features or an enhancement regarding the Licensed Software
Support Effort
Requires low support effort from Kaseya and customer, until a fix is developed, a workaround is available or an answer to the customer question has been provided.
Severity 4 situations do not require around-the-clock effort.