Customer support ticket severity definition and response time:


Priority
Severity TypeDefinitionsStandard Response (In Hours)Standard Resolution (In Hours/ Days)
1Critical
  1. Critical production issues affecting all users. 
  2. Includes system unavailability and data integrity issues with no workaround available.

2 Hours ( From 03:30 am to 14:30 pm GMT ) ;

14 Hours (From 14:31 pm to 03:29 am GMT)

48 Hours
2High
  1. Major functionality is impacted or significant performance degradation is experienced.
  2. Issue is persistent and affects many users and/or major functionality.
  3. No reasonable workaround is available.
  4. Also includes time-sensitive requests such as requests for feature activation or data export.

4 Hours ( From 03:30 am to 14:30 pm GMT ) ;

14 Hours (From 14:31 pm to 03:29 am GMT)

3 Days
3Medium
  1. System performance issue or bug affecting some, but not all users.
  2. Short-term workaround is available, but cannot be scaled.

4 Hours ( From 03:30 am to 14:30 pm GMT ) ;

14 Hours (From 14:31 pm to 03:29 am GMT)

4 Days
4Low
  1. Inquiry regarding a routine technical issue.
  2. Information requested on application capabilities, navigation, installation or configuration.
  3. Bug affecting a small number of users.
  4. Reasonable workaround is available.
  5. Resolution required as soon as reasonably practicable.

4 Hours ( From 03:30 am to 14:30 pm GMT ) ;

14 Hours (From 14:31 pm to 03:29 am GMT)

As soon as possible

   

Note: The response and resolution time will be changed based on our internal quality review and customer feedback to improve our customer experience. Phone support will be available for critical and high severity ticket types via Skype call / web meeting.


Support Contact details:


Region or CountryPhone No / Skype IdAvailable LanguagesBusiness Hours  Time ZoneMode of SupportWorking Days
GlobalSkype Id: OnCloudERPEnglish03.30 am to 12.30 pm (GMT) or
09.00 am to 18:00 pm  (IST)		GMT / ISTCall / Chat / Email / Web ConferenceMonday to Friday