Assigning Severity Levels

Severity Levels

There are three levels of Severity that are used to categorize and prioritize support cases:

SEVERITY LEVEL	DESCRIPTION	TARGET INITIAL RESPONSE TIME
1	Encompasses any issue where a production system is down or inoperable, or critical business operations are halted; issue cannot be resolved by a restart or bypass.	30 min
2	Encompasses any issue with a mild to medium impact to user experience or product usability.	8 hours (excluding major holidays and weekends)
3	Encompasses general support related inquiries, cosmetic impairment, or issues with minimal impact.	24 hours (excluding major holidays and weekends)

BeyondTrust will make reasonable efforts to meet the proposed response times when the following criteria are met:

Any delay is not caused by an act or omission on the part of the Customer
Customer provides to BeyondTrust such information and materials as BeyondTrust may reasonably request (such as product log files and environment information) to document and where applicable reproduce the problem
The BeyondTrust products are installed within an environment that meets the recommended requirements outlined in the product documentation.

Customers with Severity 1 cases are strongly advised to call one of our published numbers for the quickest response.

For supported customers who require assistance with a Severity Level 1 case, follow these steps:

Make sure the person contacting BeyondTrust Technical Support has administrative access and/or credentials for your BeyondTrust product, as well as any integrated or affected systems.  
Create a support case within the Customer Portal.  
Contact BeyondTrust Technical Support by phone

While on the phone with a BeyondTrust Technical Support Representative:

Have the contact person identify themselves as a BeyondTrust administrator
State the product affected
State that this is an emergency which cannot wait to be handled during normal business hours
Provide the case number
Provide a short summary of the problem, including the impact, scope, and urgency of the issue.
An on-call BeyondTrust engineer will contact you within 30 minutes