Parallels Remote Application Server and Awingu Ticket Severity

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Severity 1 (Urgent)

 Description: Remote Application Server \ Awingu Production environment is completely down, preventing any user connections. No workaround is immediately available.

 Example: Parallels Remote Application Server \ Awingu production environment is completely inoperative or failure of critical product components is preventing users from successful connection to the environment.
 Customer Responsibility: Customer is required to have a direct contact available at all times while Parallels Support \ Awingu Team is troubleshooting the issue.

 

Severity 2 (High)

 Description: Parallels Remote Application Server \ Awingu Farm is functioning, however some of the critical functionality is not working affecting the majority of users.
 Examples:

 Customer Responsibility: Customer is required to have a dedicated resources available at all times while Parallels Support \ Awingu Team is troubleshooting the issue.

 

Severity 3 (Normal)

Description: Customer is able to operate, although suffering partial non-critical loss in functionality.
Example: End-users having performance issues, but are still able to work effectively.
Customer Responsibility: Customer will have resources available upon request as required by Parallels Support \ Awingu Team.

 

Severity 4 (Enhancement)

 Description: Customer has general how-to questions, minor cosmetic issues or general usage questions.
 Examples:     

 Customer Responsibility: Customer will have a resources available upon request as required by Parallels Support \ Awingu Team.

 

 

 

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