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Product Support Priority Definitions
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When contacting Beamery Product Support, customers can let us know of your Perceived Priority in accordance with the descriptions set forth below.

Urgent
Definition: An emergency condition that renders the use or continued use of any one or more functions of the System impossible or significantly impaired. The condition requires an immediate solution that is not already available to the Customer.

High
Definition: An issue that materially impairs substantial features of any Beamery function for a high number of users and no reasonable workaround is available.

Normal
Definition: An issue that impairs a feature of any Beamery Function or software for a single or few users and a reasonable workaround is available.

Low
Definition: An issue that involves an inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; or a bug affecting a small number of Users.


*If Support can not obtain the necessary troubleshooting results from the Customer, Support may reduce the priority level or, in rare circumstances, may close the ticket.