Support case severity levels - Genetec™ Advantage

A single support issue is a problem that cannot be broken down into subordinate problems. If it can be broken down into subordinate problems, each subordinate problem is considered a separate case. A support case can require multiple contacts and offline research to resolve.

The following tables describe the different severity levels of support cases, and list typical examples of issues or situations pertaining to each severity level. The list of examples is not exhaustive; its purpose is to help you and the Genetec™ Technical Assistance Center align on the severity level definitions.

Severity level descriptions

The severity of a case can be escalated based on your changing situation.

Security Level	Description
Critical	The product is not functioning, or functionality is significantly impaired.
High	A major feature of a product is not functioning, or functionality is significantly impaired.
Medium	A minor feature of a product is not functioning, or functionality is significantly impaired.
Low	General questions about functionality.

Severity level examples

The following table lists example situations for each severity level:

Security level	Example
Critical	General	Multiple services or roles are offline or constantly restart. Users are unable to sign in or are unable to launch the client application
	Video management	The entire system is down and not operational. Video is not recorded on multiple cameras.
	Access control	No credentials work. No doors open. Main doors do not open or lock.
	Automatic license plate recognition	ALPR system cannot read plates or crashes frequently. Cameras are offline or unable to read plates.
High	General	Alarm management does not work. Services or roles crash or restart sporadically.
	Video management	Video is not recorded on a few cameras. Many cameras are not available.
	Access control	Secondary doors do not open or lock. Synchronization problems.
	Automatic license plate recognition	The system is working but crashes occasionally. No wireless connection. GPS issues. Hotlist or permit list match process does not work.
Medium	General	Permission issues.
	Video management	Poor image quality. PTZ function does not work properly. Cameras are occasionally unavailable.
	Access control	Some controllers are offline. Badge printing issues. Reporting issues. Missing events.
	Automatic license plate recognition	Hardware is broken, but the system can still read plates. Unable to offload or download new data.
Low	Feature requests, general questions, and how-tos.