Customer Support

Case Priority Levels

Cases are assigned a Priority Level based upon the severity of the issue. The table below shows how Olive will define the Priority of your case.

Severity Level

Problem Description

Critical

Critical: Production stop due to product or major feature failure or data corruption.

High

Serious: Major impact. Major feature/product failure; inconvenient workaround or no workaround exists.

Medium

Minor: Minor impact. Minor feature/product failure, convenient workaround exists.

Low

Informational or Feature Request: Functionality does not match documented specifications or customer would benefit from new feature.

** A nonconformity is not considered an error if (a) the product is combined or merged with any hardware or software not supported by Olive; or (b) the error is caused by Customer's misuse or improper use of the product; or (c) if the error cannot be reproduced in an unmodified version of the product running on the applicable platform.

Case Response Based on Priority

If you have a case that fits the Critical definition, it is recommended that you call Support to notify us of the problem in real-time.

The table below shows the method that you should use to contact support based upon priority and the response times that you may expect from Olive Software when you submit a case.

Severity Level

Recommended Reporting Method

Initial Response Time

Critical

Phone

2 hours

High

Phone, Email, or Web

4 Business hours

Medium

Self Service Portal

1 Business day

Low

Self Service Portal

2 Business days

* Note: It is recommended that for Critical cases, the customer report the case by telephone, in addition to e-mail and/or Web reporting, for real-time engagement of a Support Engineer.

Support hours in the Americas are 9am-8pm Eastern Time.