An incident is created each time Product Support is contacted and is assigned a priority level. The priority needs to accurately reflect the severity of the incident according to the following criteria:
Emergency
An incident is an emergency when a major feature of a MoversSuite product is not functioning and a lack of access to that feature has a critical impact on your business operations. Work cannot reasonably continue, and the situation is urgent, and a temporary workaround or alternative is not available.
High
An incident is high if functionality in MoversSuite product is severely degraded or restricted, but business or operations can continue.
Medium
A medium incident has minimal impact on business or operations. It may be a non-critical problem or defect that makes a MoversSuite product inconvenient to use but does not affect its general functionality.
Low
An incident with a low priority has little or no impact on business or operations. It may be a cosmetic issue that does not impact in any way the functionality of a MoversSuite product. It may also be a feature request, documentation issue, or question on how to use a product feature.
All product enhancements and training are classified as Low. If you have an enhancement request that you believe is critical to your company’s business or operations, please indicate that when opening the incident.