When opening a new EchoVideo support case in the Support Resource Center, please refer to the following Severity Level Descriptions to help guide your severity selection.
| Customer Severity | Description |
|---|---|
| 1: Severe | 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 EchoVideo uses to deliver the Software Service or 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:
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| 2: High | Specific service features are unavailable, but a workaround exists, and the majority of the Service is still usable. Level 2 problems could have the following characteristics:
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| 3: Medium | Non-critical functionality was impacted, resulting in a minor or intermittent loss of operational functionality. Level 3 problems could have the following characteristics:
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| 4: Low | 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 operations. Level 4 problems could have the following characteristics:
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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/