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Support Ticket Priority Levels

When a ticket is submitted to the Documoto Support team, a priority level is assigned. This article classifies the various priority levels and can be used as a guideline when  submitting a ticket to Documoto Support. 

For additional information on this, please refer to the Service Level Commitment (SLA) included in your Documoto subscription contract.

Article Topics

Ticket Priority Levels

Urgent – Critical: System Unavailable

  • The web application and software is inoperable
  • No work can be performed or processing capability is severely limited
  • The highest priority attributed to an issue

High – High: Major issue with a Module or severe performance degradation

  • Use of web application and software is substantially limited
  • A module is inoperable or multiple feature are inoperable and no immediate workaround is apparent
  • Either processing capability is limited and the problem has significant adverse impact on COMPANY or data is being corrupted and work must be limited to avoid further corruption/data loss

Medium – Medium: Feature Issue

  • Feature inoperable or not working as documented
  • Program errors impact COMPANY but do not stop COMPANY from material use of the web application and software, or a workaround is available

Low – Low: Minor Feature or Cosmetic Issue

  • Issues with features of a minor or cosmetic nature
  • COMPANY has questions concerning day-to-day operation of the web application and software, cosmetic problems with the user interface, or errors in documentation

Support Ticket Submission Considerations

  • When submitting a ticket from the Support Center, you have the option to assign a priority level.
  • When submitting a ticket via email, the ticket will automatically be assigned a Medium priority. 

When submitting a ticket via email, if the email subject includes keywords, such as: Urgent, Critical, or Important, the ticket priority will automatically be updated to Urgent
priority.

Maintenance and Support Terminology

  • Issue: a problem or incident being experienced by a Documoto customer and submitted to Documoto using an appropriate method
  • Module: a major grouping of features within the Documoto web application and software. For example: publishing, security, administration, ERP integration, shopping cart, printing. 
  • Feature: a distinguishing characteristic or ability of the Documoto web application and software, contained within a module. For example: ability to print a book, automatic calculation of hotpoints during image editing, editing user group assignments in bulk.