Support Severities

Marvelution will always endeavour to resolve problems as swiftly as possible. We recognise that the use of our products are key to your business and that any downtime can cost money.
Therefore production related issues, level 1 and 2, take priority.

“Production” is defined as an instance of Marvelution Software that is actively used by the customers’s business users, it doesn’t include systems or environments like development, testing, staging, or similar.

Level 1: Critical (Critial Business Impact)

Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround.

Level Characteristics

Level 2: Major (Significant 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.

Level Characteristics

Level 3: Medium (Medium Business Impact)

Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.

Level Characteristics

Level 4: Low (Minimal Business Impact)

Issue occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.

Level Characteristics