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For these types of issues the Community Support Desk will redirect to the appropriate industry or technical specialist. The [[Service Levels]] determine the classification and process of each Support Ticket.
{| class="contenttable" style="height: 326px;" width="1062"
|-
||'''Severity of Impact'''
||'''Description'''
||'''Example'''
||'''Support Process'''
|-
||'''<span style="color: #ff0000;">Critical </span>'''
||Issues relating to system availability or performance preventing usage or access to the system as a whole or to its primary functionality.
||
Server Unavailable
* This critical impact ticket was raised for an issue that directly affected system availability for multiple users.
* Client was unable to log into their SmartSimple [[instance]] and was receiving an error message stating that the server was unavailable.
||
Client promptly contacted SmartSimple Support and explained the situation with a screenshot of the error message.
Support immediately actioned the issue with our development team and was able to restore service after a brief outage.
|-
||'''<span style="color: #ff6600;">High</span>'''
||Issues relating to system availability or performance preventing usage or access to the system as a whole or its primary functionality.
||
User Unable to Submit Application
* This high impact ticket explained that an end user was unable to submit their application.
* This was an issue for a specific end user; no other users were affected by the same issue.
||
Client promptly emailed SmartSimple Support with the user's name, email, application ID, and grant program.
<br />Support checked the relevant application and determined a portion of the budget had not been completely properly. The end user was notified and the application was successfully submitted.
|-
||<span style="color: #ffcc00;">'''Medium'''</span>
||Issues that prevent a subsection of the system processes from working for all users or configuration changes that need to take place in a timely manner.
||
Payment Activities Not Saving
* This medium impact ticket stated that changes made to Payment Activities ([[Level 3 Entity|L3s]]) were not being applied after saving.
* This issues prevented some system features from behaving as the client had intended.
||
The client submitted a ticket explaining which grant the error was applicable to, which level of activity, the details of the issue, and a specific example with the application ID.
This issue was resolved once support notified the client that these activities were meant to be created through an automated process (called [[Payment Scheduler|'''Batch Create Payment''']]) and not created manually, which is why they were experiencing the issue. The automated process was utilized to create the payment activity and the client was able to continue their work.
|-
||<span style="color: #00ff00;">'''Low'''</span>
||General questions relating to configuration.
||
Make Report Exportable
* This low impact ticket was submitted asking that we assist a client with making an existing report exportable.
||
The client contacted Support with the process they were attempting to do, the relevant IDs, and what outcome they wanted.
SmartSimple Support checked the report and made the requested changes in the [[Backup Server and Testing Instances|backup instance]]. Once the client confirmed the changes resulted in the desired export ability, they were applied to production.
|}
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