Priorities

In order to provide the best service, Zeticon takes the priority of tickets very seriously.

Please read the priority definitions carefully. These can be found below.

Should you have assigned a wrong priority that does not conform to the definition of these priorities, Zeticon reserves the right to decrease or increase the priority accordingly.

In the event that our support employees request feedback and it is not provided within the defined period, Zeticon reserves the right to automatically decrease the priority to the next lower level.

We hope you can understand that this is done as a means to support our customers in the most efficient and effective way.

Thank you for your patience and understanding.

Priorities

Urgent

High impact issues that prohibit standard functionalities and are blocking for business. There is no work-around available/known.

Examples:

• The website is offline and no one can reach it
• No one can ingest / export files by any means
• An important feature of the software is not working in any browser or on any computer

It is advised to call the Zeticon offices when creating an urgent ticket. This creates an immediate feedback loop where both sides can exchange information and the issue can be tackled faster and more efficiently.

When a support employee asks for feedback in the ticket, a response should be given within 48 hours.

High
High impact issues with (temporary) work-around.

Examples:

• A certain ingest / export flow is not functional
• A feature does not work in a particular browser

When a support employee asks for feedback in the ticket, a response should be given within 72 hours.

Medium

Medium impact issues. Usually only a limited set of users are affected.

Examples:

• The reason why ingesting a particular file is not working is not made clear
• The website is loading slower than usual
• Some users don't have access to a feature

When a support employee asks for feedback in the ticket, a response should be given within 120 hours.

Low

Low impact issues. Usually cosmetic. Used as the standard priority when it is not supplied, like sending an e-mail to support@mediahaven.freshdesk.com .

Examples:

• There is a spelling mistake on the website
• A field on the website overlaps with another field