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Criteria for Escalation

Column strives to provide best-in-class Customer Support. Occasionally, escalation of Support Requests may be necessary. In such an event, Column may elect to escalate, at its own discretion and in accordance with customer’s communication, to an appropriate technical resource to best handle the Customer's Support Request.

The criteria for escalation include, but are not limited to, the following:

  • Ticket Priority
  • Customer Urgency
  • Service Impact
  • Customer Support Plan Chosen
  • Escalation Severity Chart

Below is a chart that describes our basic definitions and policies for each level of escalated issue:

Severity Level Definition of Business Impact Customer Action Required Column Action Required
Critical Impacts production environments only. The application is mission critical and the situation is an emergency for the Customer. The loss of service must be complete. Provide Column with a contact either on-site, via telephone, or by pager during the entire time the problem is being resolved. The customer must be able to act immediately on any request Column makes to gather data, test, and apply all fixes to their environment. Column schedules critical issues as highest priority, requiring immediate attention, and promptly commits the necessary resources to identify and resolve the problem. The goal is to restore acceptable production functionality as fast as possible.
High Impacts the production environment or initial deployment in which the application is mission critical to the business. Provide Column with a contact during the entire period the problem is being handled. The customer must respond to Column requests within one business day and agree to do whatever is required to gather data, test, and apply all fixes to their environment. High issues are scheduled below Critical issues, but the problems are worked on a high priority basis during Column’s normal business hours.
Medium Impacts non-mission critical applications, the development environment, or a secondary, non-mission critical production environment. Provide Column with a contact that can answer questions, if needed. Column will respond to issues and when technically feasible, the manufacturer may provide a patch for the issue prior to the next maintenance release. (Such patches will be made by the manufacturer at their sole discretion on a case-by-case basis.) The manufacturer will also prioritize the error correction for the next maintenance release.
Low The problem is an inconvenience that results in a minor loss of service, if any, and requires a minor workaround to restore functionality. Provide Column with a contact that can answer questions, if needed. Column will respond to the issues and may resolve the issue in a future release.

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