CUSTOMER INCIDENT REPORTING PROCEDURE
A problem/issue is detected in the product. - As problem happens:
Email the report to X/Net via the techsupport@xnai.com mailbox or call 1-585-425-7047 and ask for Technical Support.
X/Net will review and acknowledge report per the following definitions - Within one business day.
Incident type definitions are defined as:
- Defect - An incident that is found to be a design or coding flaw.
- Change - An incident that is found to be a change in the original product.
- User - An incident that is found to be a user misuse of the system.
- Undefined - An incident that doesn't fit into the other Types.
Priority definitions are defined as:
Level 1: A major incident in which the client can no longer process information, or
degraded processing has extended for more than 24 hours - ASAP, typically addressed within 24 hrs.
Level 2:
An incident in which the client can continue processing information, but in a degraded
manner - Typically addressed within 1-2 week(s).
Level 3:
An incident dealing with non-impacting issues to the client ability to
process information - Typically addressed with a new software release.
Repair and/or resolution will be scheduled and the customer will be updated by email until
the incident is resolved - Addressed weekly.
|
