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 2 : "Moderate Impact"
The Software’s performance is significantly degraded such that Customer’s use of the Software as permitted is materially impaired. The Error may or may not be circumvented with a Workaround, but the Workaround is not acceptable as a long-term resolution.
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