Ticketing Instructions
- JASCI Software
- Noa Tovia
Submitting a Ticket
Please use our ticketing system as the primary form of communication.
Go to https://jascisoftware.teamwork.com/support/#/tickets/new or use the menu option shortcut that can be accessed through UAT and Production environments.
When clicking on 'JASCI Support', it will redirect you to a different page where you can submit a request.
Ticket Management
Severity Definitions
“Severity Level 1 – S1 (Critical)” means an Incident where Customer’s production use of the Subscription Service is stopped or so severely impacted that the Customer cannot reasonably continue business operations. It may result in a material and immediate interruption of Customer’s business operation that will cause a loss of Customer data and/or restrict availability to such data and/or cause significant financial impact.
“Severity Level 2 – S2 (Significant)” means an Incident where one or more important functions of the Subscription Service are unavailable with no acceptable Alternative Solution. Customer's implementation or production use of the Subscription Service is continuing but not stopped; however, there is a serious impact on the Customer's business operations.
“Severity Level 3 – S3 (Less Significant)” means an Incident where: (a) important Subscription Service features are not available, but an Alternative Solution is available, or (b) less significant Subscription Service features are unavailable with no reasonable Alternative Solution, or (c) Customers experience a minor loss of business operation functionality and/or an impact on implementation resources, or (d) Customer poses questions regarding basic functionality of the Subscription Service. This category is only available to customers purchasing Premium Support or Platinum Support.Severity 4
“Severity Level 4 – S4 (Minimal)” means an Incident that has a minimal impact on business operations or basic functionality of the Subscription Service. n Incident that has a minimal impact on business operations or basic functionality of the Subscription Service.
SEVERITY 1 TICKET TYPE
Severity Level 1 issues are considered critical with #1 priority response time goals and additional authorized contacts are provided.
Severity 1 Tickets indicate an Incident where the Customer’s production use of the Subscription Service is stopped or so severely impacted that the Customer cannot reasonably continue business operations. It may result in a material and immediate interruption of Customer’s business operation that will cause a loss of Customer data and/or restrict availability to such data and/or cause significant financial impact.