Severity of Issue Common Examples Initial Response Objective* Recovery Plan
LEVEL 1:
Mission-critical emergency

Your Chronicle server is down and no one can access it.
Chronicle Server System Down is the only circumstance for an issue to be classified as Critical.

1 Business Hour

Down servers are worked on continuously during office hours until a workaround or resolution is found. They are immediately escalated to the Customer Support Supervisor; if they are unresolved in 12 hours they are escalated to the Customer Support Manager.
LEVEL 2:
Significant loss or reduction of service
A major function is experiencing a reproducible problem which causes major inconvenience: business critical operations fail consistently.
  • Your office cannot send or receive email in Chronicle.
  • A workstation in your office can’t connect to Chronicle.

4 Business Hours

Customer Support will identify the source of the problem and (if necessary) create a workaround or other resolution in order to restore normal business operations as soon as possible.
LEVEL 3:
Minor loss or reduction of service

An operation occasionally fails or isn’t performing as expected, or you have a question about how to use part of Chronicle.
  • You get an error message when running a non-critical query.
  • You need to push a job from QuickBooks into Chronicle.
  • You need help understanding how to use a function or module in Chronicle
  • Your Chronicle System is running slower than normal operation.

1 Business Day

Customer Support will make a best effort to answer any how-to questions and look at any unexpected behavior with a view to fixing the problem. When appropriate, we will log the issue as a bug or feature request and pass it to our development team. You can contact Customer Support to monitor the status of any bug or feature request.

*Please note that Initial Response Objectives are when you should first hear from us, not how quickly a problem will be resolved. Due to the complexity of the product and interactions with your network environment we cannot project resolution times for Support issues.