For ScaleArc customers opening or updating a case via the ScaleArc customer portal, you are asked to choose a severity level.
- If you are sending an email to open a case, please be clear in the case what the severity of the impact of the reported issue is to your business.
- Please do your best to ensure the correct severity level is chosen to help our Support team prioritize incoming requests appropriately.
Severity 1 : "Major Impact"
Software is inoperable or the performance of the Software is so severely reduced that Customer cannot reasonably continue to operate the Software because of the Error and the Error cannot be circumvented with a Workaround.
If this is a Severity-1 situation, In addition to opening a ticket with details and attachments as necessary,
Please call our Support Service Line
855-800-7225 (or 408-412-7315)
|2901 Tasman Drive Santa Clara, CA 95054 | Email: email@example.com|