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Your ticket has been created! Our team will get back to you as soon as possible on the email specified, depending on your support level and incident ticket severity.

 

Support levels

 
The response time is dependent on the contracted level of support and incident severity.
Standard Support
Premium support
Hours of coverage
Standard Business hours*
24x7 for Severity 1 and 2
Support channel
Ticket/Slack**
Ticket/Slack**
Number of cases
Unlimited
Unlimited

Severity levels

 
The severity of an issue or ticket governs the SLA of our support team.
Standard Support
Initial and ongoing response
Premium support
Initial response
Ongoing response
Severity 1 (urgent)
A problem that severely impacts your use of the software in a production environment (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations and no procedural workaround exists.
2 business hours*
2 business hours*
As status changes or daily
Severity 2 (high)
A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.
4 business hours*
2 business hours*
As status changes or daily
Severity 3 (medium)
A problem that involves partial, non-critical loss of use of the software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. For development environments, where the situation is causing your project to no longer continue or migrate into production.
1 business day*
4 business hours*
As status changes or daily
Severity 4 (low)
A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.
2 business days*
8 business hours*
As status changes or daily
* Note: business hours are defined as 9:00-5:00 CT Monday-Friday 
** Note that to avoid abuse MetalSoft reserves the right to downgrade the severity of a ticket if deemed
necessary. Please choose the correct severity to avoid delays due to a possible severity negotiation.