Case Priority Levels – Cases are assigned a Priority Level based upon the severity of the issue. The table below shows how COP will define the Priority of your case.

Severity Level – Problem Description

Critical
Critical: Production stop due to product or major feature failure or data corruption.

High
Serious: Major impact. Major feature/product failure; inconvenient workaround or no workaround exists.

Medium
Minor: Minor impact. Minor feature/product failure, convenient workaround exists.

Low
Informational or Feature Request: Functionality does not match documented specifications or customer would benefit from new feature.

** A nonconformity is not considered an error if (a) the product is combined or merged with any hardware or software not supported by COP; or (b) the error is caused by Customer’s misuse or improper use of the product; or (c) if the error cannot be reproduced in an unmodified version of the product running on the applicable platform.

Case Response Based on Priority
If you have a case that fits the Critical definition, it is recommended that you call Support to notify us of the problem in real-time.

The table below shows the method that you should use to contact support based upon priority and the response times that you may expect from COP when you submit a case.

* Note: It is recommended that for Critical cases, the customer report the case by telephone, in addition to e-mail and/or Web reporting, for real-time engagement of a Support Engineer.