CodeScene Support Process

Modified on Tue, 20 Sep 2022 at 11:54 AM

The CodeScene Support Hub will serve as Subscriber’s single point of contact regarding any service request as well as the status of an existing Support Ticket.

Responses to Support Tickets will be provided during Business Hours (from 8 am to 5 pm CET, Monday to Friday) in accordance with the Response Times specified below.

In order for CodeScene to initiate diagnostic work in response to the Support Ticket, the Subscriber must provide sufficient information to reproduce the underlying concern identified in the Support Ticket.

Severity Level	Description
Urgent	An Urgent issue in the Service occurs when the Subscriber is not able to access the Service or any major portion of it, and it affects all users. CodeScene will escalate and prioritize Urgent requests until the Service has been restored, or until the issue is completely resolved.
High	An issue is considered as High when Subscriber is unable to use a major portion of the Service and the incident has significant and substantial adverse operational impact preventing any useful work from being done and no workaround is available.
Medium	Certain functions in the Service, or part thereof, is affected, disabled or otherwise not in compliance with the reasonably expected Service and the Subscriber’s use of the Service is severely impaired or degraded.
Low	A Minor issue in the Service occurs when the it can be circumvented so that the core functions in the Service can be used and the function is not materially affected or where the issue has no significant effect on the functionality or usability of the Service.

Note: The response time for Service requests (except Urgent requests) is 1 Business Day

Support undertakes to perform the following actions in relation to each Support Ticket:

Confirm receipt;
Perform diagnostic activities;
Inform Subscriber if diagnostic activities indicates that there is no Incident concerning the Service;
Provide regular update on the progress.

Because of the widely varying nature of issues, it is not possible for CodeScene to provide specific resolution commitments.