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Nerdio support: Priority and severity definitions

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Nerdio Support

Nerdio support: Priority and severity definitions

As part of the Nerdio CS+ package, Nerdio provides customers with premium support. The following sections outline support case prioritization, severity levels, and the escalation process for the customers enrolled in Nerdio CS+.

Service description

Nerdio support includes but is not limited to:

  • Technical support via the webform at https://nmehelp.getnerdio.com or via email.

    Note: The webform is the preferred method, allowing customers to specify priority.

  • Software updates and patches through the application.

  • Bug fixes and issue resolution.

For details about the support scope, see Nerdio Manager for Enterprise Scope of Support.

Prioritization

Nerdio defines the following priority levels for support cases:

Priority level

Details

Low

  • Impact: Minimal disruption to business operations or end users.

  • Urgency: No immediate resolution required. Can be addressed within a reasonable timeframe.

  • Description: Low priority incidents or requests have minimal impact on business continuity. They may involve non-critical issues or minor enhancements. Resolution timeframes are flexible.

Medium

  • Impact: Moderate impact on business operations or end-users.

  • Urgency: Requires timely resolution but not immediate attention.

  • Description: Medium-priority incidents or requests affect specific users or services. They need attention within a reasonable timeframe to prevent escalation. Balancing urgency and impact is essential.

High

  • Impact: Significant disruption to business operations or end users.

  • Urgency: Urgent resolution needed to minimize impact.

  • Description: High-priority incidents or requests impact critical services, affecting multiple users or key processes. Immediate attention and swift resolution are necessary.

Urgent

  • Impact: Severe disruption to business operations or end users.

  • Urgency: Requires immediate action and rapid resolution.

  • Description: Urgent priority incidents or requests pose a critical threat to business continuity. Immediate attention, escalation, and rapid resolution are imperative.

Support and escalation

Support issues specific to the Product should be addressed via the ticketing system (see above), where severity is assigned to the issue. Any issues specific to the Product or its delivery of features may be designated as software defects. Remediation of those defects includes but is not limited to:

  • Escalation to the Product Development and Nerdio Customer Success teams.

  • Assessment of a hotfix or new release within 72 hours with the established priority and severity.

  • Best effort to mitigate the defect within 72 hours based on priority and severity.

Severity level

Details

Severity 1 (Critical)

Critical outage: Halts operations with financial impact or relates to a high-risk security issue. No workaround exists.

  • Conditions that severely impact the primary functionality of the Product and halt business operations, creating significant financial events.

  • The issue occurs with high frequency or duration and may require drastic measures to restore services.

  • There is a high-risk security issue, as determined by Nerdio.

Severity 2 (High)

Production impact: The service is highly degraded, impacting operational ability. No reasonable workaround exists.

  • There is impact on large portions of business operations, with services degraded to the point of causing major impact on usage and preventing critical documented functions from working as expected.

  • Workarounds may be available, but they may not scale.

  • Productivity is impacted or a significant portion of operations is at risk.

Severity 3 (Medium)

System impaired: Features or functionality are impaired, but users can still leverage the service.

  • The issue impacts administration, maintenance, operation, or other secondary functions, presenting a major issue for which a temporary workaround is available.

  • There's a reduction in the software capacity, but the system can still handle the expected load. With available workarounds, the functionality and operations are impaired but can continue with some restrictions.

  • Some operational impairment exists, but users can continue to operate.

Severity 4 (Low)

General guidance: General usage or configuration questions. No business or production impact.

  • Question or issue that doesn't impact the system’s functions and doesn't affect the system’s ability to deliver expected services to end users.

  • Includes routine technical queries such as usage, configuration, navigation, and feature-related questions.

  • Minimal or no impact on business operations.

  • “How-to” questions regarding features or functionality.

  • Errors in documentation.

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