Customer Care Severity Levels
At Cycle Labs, we want to provide the best customer care experience possible. We understand that there will be times you will need to reach out to us with questions and inquiries about Cycle, and there will be times you will need to contact us when you run into an issue with the application itself.
Assigning an appropriate severity to your issue when submitting a ticket to Customer Care helps us ensure we have the correct resources looking into your inquiry. Please find below the list of our severity levels and brief descriptions of each.
Low - Minor loss of application functionality. Single user impacted. No significant impact, or the issue occurs in functionality that is not critical or frequently used.
Medium - Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/application failure, a convenient workaround exists/minor performance degradation/not impacting production.
High - Critical loss of application functionality or performance resulting in a high number of users unable to perform their normal functions. The application is usable but severely limited.
Critical - Application is completely down or a major malfunction resulting in the product being in an inoperative condition.
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