How to select support case Priority

Question: 

How do I set the correct Priority for a support case?

Answer: 

 

Priority 1 – CRITICAL – Production System only

When the problem results in a complete loss of service. Typically the issue has one or more of the following characteristics:

- Data is corrupted or lost due to Kofax Software operational issues.

- Kofax Software does not start

- Kofax Software crashes and is unrecoverable

- Kofax Software generates significant accuracy errors

 

Priority 2 – HIGH – Production System only

A production-inhibiting problem that causes a Kofax software error or intermittent behaviour causing partial loss of service where no acceptable workaround is available. Operations however, can continue in a restricted fashion. Typically the issue has one or more of the following characteristics:

- Kofax Software fails, but restart or recovery is possible

- Kofax Software performance is degraded by 25% or more from the previous release

- A major feature is broken that seriously impacts usability and productivity

 

Priority 3 – NORMAL

Any other case.

 

Applies to:  

Product	Version