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Echo360 Support Case Severity Descriptions
Last Updated: Feb 26, 2018 01:26PM EST

This article applies to:  Echo360 Admins

When opening a new Echo360 support case on the Echo360 Resource Center, please refer to the following Severity Level Descriptions to help guide your severity selection.

Severity Level

Description

System Unavailable
(Severity 1)

Authorized End User cannot access the Service within thirty (30) seconds due to hardware failure or sustained latency within the Amazon Web Services (AWS) facility Echo360 uses to deliver the Software Service. System outages could have the following characteristics:

  • Service-wide system outage preventing access

  • Tenant-wide capture control not available

Severity 1:
Critical Business Impact

Authorized End User can access the Service and it is operating but performance is severely degraded. Important service features are unavailable with no acceptable workaround. Level 1 problems could have the following characteristics:

  • Inability to create or view content by >100 Authorized End Users

  • Inability to view engagement data by >100 Authorized End Users

  • Persistent failure of one or more capture appliances resulting in lost captures

Severity 2: Significant Business Impact

Specific service features are unavailable but a workaround exists and the majority of the Service is still useable. Level 2 problems could have the following characteristics:

  • Incorrect behavior of a specific critical feature of the service with a workaround

  • Users forced to access the platform through a secondary authentication workflow

  • Media processing takes more than 12 hours to complete

Severity 3: Minimal Business Impact

Non-critical functionality impacted resulting in a minor or intermittent loss of operational functionality. Level 3 problems could have the following characteristics:

  • Incorrect behavior of a specific feature of the Service with minor impact

  • Minimal performance degradation (e.g., intermittent capture failure of a single capture appliance)

  • Questions on product functionality or configuration during implementation

Severity 4: Nominal Business Impact

Minor problem or question that does not affect the Service function such as “How To's”, documentation, general questions, or feature/enhancement requests. There is no impact to product usage or customer's operations. Level 4 problems could have the following characteristics:

  • General requests for advice on product usage

  • Clarification on Service documentation or release notes

  • Service feature or enhancement request

 

Note: System Unavailable and Level 1 service requests cannot be logged via telephone, they must be logged via our Resource Center at https://echo360.com/resource-center/

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