Approved Systems Support

Support tickets are categorised according to a severity or business impact scale.

Technical support requests within a severity level are generally processed on a first-come, first-served basis. Severity 1 and Severity 2 business impact requests that require an immediate response or direct help of technical support specialists may be processed out of turn.

Approved Systems support cannot guarantee a fixed problem resolution period due to a number of influencing factors, amongst them:

  • Customer’s timely replies
  • Response time of a third party company
  • The need to prepare and release hotfix, software update, new feature, etc.

The Severity of a support ticket is set according to the guidelines listed below. Since it is not possible to define every possible condition or technical situation, these guidelines can only provide guidance.

Severity 1

Production application down or major malfunction resulting in a product inoperative condition. Users are unable to reasonably perform their normal functions.

The specific functionality is mission-critical to the business and the situation is considered an emergency.

Support Effort

Requires maximum effort from Approved Systems and Customer, until an emergency fix is developed or workaround is available.

Critical situations may require both Customer and Approved Systems personnel to be at their respective work locations on an around-the-clock basis.

If the authorised or designated customer contact is not available to engage in this effort, Approved Systems Support may reduce the severity level. If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Approved Systems Support may close the ticket.

Severity 2

Critical loss of application/service functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The program/service is usable but severely limited.

Support Effort

Requires intensive support effort from Approved Systems and Customer, until a fix is developed or workaround is available.

Severity 2 situations do not generally require Customer and Approved Systems personnel to be at their respective work locations on an around-the-clock basis. Approved Systems Support personnel will agree with Customer what effort is required.

If the authorised or designated customer contact is not available to engage in this effort, Approved Systems Support may reduce the severity level. If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Approved Systems Support may close the ticket.

Severity 3

Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, a convenient workaround exists/minor performance degradation/not impacting production.

Support Effort

Requires moderate support effort from Approved Systems and Customer, until a fix is developed or workaround is available.

Severity 3 situations do not require around-the-clock effort.

If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, Approved Systems Support may close the ticket.

Severity 4

Minor loss of application functionality, product feature requests, how-to questions. The issue consists of “how-to” questions including issues related to one or multiple modules and integration, installation and configuration inquiries, enhancement requests, or documentation questions.

Support Effort

Requires low support effort from Approved Systems and Customer, until a fix is developed, a workaround is available or an answer to the customer question has been provided.

Severity 4 situations do not require around-the-clock effort.


Raise a Support Ticket

For faster results, attach a Windows “Steps Recorder” ZIP File to this ticket.

Maximum size: 1MB.
Allowed file types: .jpg, .jpeg, .png, .gif, .pdf, .txt, .csv, .xls, .xlsx, .doc, .docx, .zip, .7zip.