Akumina Support prioritizes incoming tickets that map to the following Priority/Urgency definitions:
Priority 1 (Critical/Urgent):
Examples include site down, critical security incidents, data corruption or loss, critical Akumina Software components not functioning, or deployment issues that prevent mission-critical work.
Priority 2 (Major/High):
Operational performance is affected by Akumina’s software. Examples include non-critical Akumina software components malfunctioning, Akumina product upgrade issues, or degraded site performance from normal operation.
Priority 3 – (Minor/Low):
Issues with reduced business impact. Examples include impaired operational performance, development questions, or general implementation and software usage questions.
Depending on your individual account definitions, your Service Level Agreement dictates the maximum amount of time before you receive a response.