We are committed to delivering high-quality support to all our customers and partners. If you need to escalate a case, our team is ready and available to help you quickly bring your issue to closure. The VIEW26 Support escalation process ensures a faster triage and resolution for our Datacenter App customers.

Escalation Process Overview



The entry point into the VIEW26 escalation process is through your support ticket. Please note that for an issue to be escalated, a support case must be created (we will not accept escalations solely based on communications via email).Once the ticket has been submitted, this incoming ticket is assigned to a Support Engineer.This engineer will come to a solution most of the time, sometimes after discussion with a Support Lead and, if needed, with our development team.

If you need to escalate a case, please follow the steps outlined in the process chart. 


RESPONSE TIMES

While VIEW26 attempts to respond to all issues in a timely manner, issues that hurt our customers' production applications take priority.  

The below SLAs apply to VIEW26 Datacenter Apps.


Level of SeverityDescription of Severity

Time to first Response


Time to Resolution
( business hours from the time of request)
CriticalCritical Business Impact: Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround.1h4h
MajorSignificant Business Impact: Major issue occurring on production system severely impacting business. A large number of users are impacted by issue but they are still able to work in a limited capacity.4h16hr
MediumBusiness Impact: Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.8h24hr
LowMinimal Business Impact: Issue occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.16h32hr


BUSINESS HOURS

Our business hours are Monday – Friday, 8 AM – 8 PM CET. VIEW26 is closed on major German Holidays.


SUPPORT CHANNELS

Submit a request through our support system by clicking Create Support Request.