Severity levels indicate the relative impact of an issue on a Customer’s systems or business processes. Our Support Team classifies Constructor Tech product inquiries into the following three severity levels:
- Severity 1 (High): A Customer experiences a total loss of critical functionality, severely impacting business operations. This may include complete system outages or critical failures with no available workaround. Immediate resolution is required to restore essential services.
- Severity 2 (Medium): A Customer faces significant issues affecting important functions, although a workaround may exist. These issues may impede productivity but do not cause a total halt in operations. Timely resolution is necessary to minimize impact.
- Severity 3 (Low): A Customer encounters minor issues, documentation errors, or requests information on the use, enhancements, or modifications of a Constructor Tech product that have little or no impact on overall business operations. These cases can be resolved through routine support procedures.
Guaranteed Response Time
To ensure prompt and efficient service, we are committed to the following response times:
- Severity 1 (High): 4 hours;
- Severity 2 (Medium): 24 hours;
- Severity 3 (Low): 3 days.