When you report a problem or have a query, whether it be via the Web, telephone, or email, a case is created with an associated priority. If you create a case via the Web or over the telephone, you can specify the priority, while a case created via email will have a default priority of 3 – Service Running with Workaround. The priority codes and definitions are provided below. Based on the priority of your case, a technical support analyst from ESQ Support Team will respond and will work with you to classify your support needs and the problem severity according to the following criteria.

Case Priority Problem Severity

Response Goals

Resolution Goals

System Down
The system or major application is down or seriously impacted, or the customer’s data is lost or destroyed, and there is no reasonable workaround currently available (system crashes or panics, corrupted data,). ESQ Business Services responds within 1 hour. During business hours, the customer will be immediately connected to a technical support analyst. Outside business hours, ESQ’s Client Support Team will ensure that the customer is responded to within 1 hour through the use of our advanced call management system. Upon confirmation of receipt, ESQ’s Support Team begins continuous work on the problem, and a customer resource must be available at any time to assist with problem determination. Known for its quick response, the ESQ Support Team will provide best effort for workaround or fix within 48 hours, once the problem is reproducible or once we have identified the product defect. A fix file that resolves the customer’s problem will be delivered as soon as possible and can be expected within 48 hours. The product fix will be incorporated in the future release of the software.

Service Severely Affected
The system or application is moderately affected. There is no workaround currently available or the workaround is not acceptable to the customer. ESQ Support Team responds within 4 business hours. The Support team will provide best effort for workaround or fix within 7 business days, once the problem is reproducible. ESQ may incorporate fix in future release of software, if agreed to by ESQ Business Services, Inc.

Service Running with Workaround
The system or application issue is not critical: no data has been lost, and the system has not failed. The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround. ESQ Support Team responds within 8 business hours. The Support team will provide best effort for workaround or fix within 14 business days, once the problem is reproducible. The fix may be incorporated in the future version of the product if agreed to by ESQ Business Services, Inc.

Service OK but Operational Difficulties
Non-critical issues, general questions, enhancement requests, or the functionality does not match documented specifications ESQ Support Team responds within 24 business hours. The Support team will provide answers to questions within 48 hours. Requests for Enhancements will be reviewed with the customer to be sure the request is fully understood and then a timeframe for delivery will be decided based on the impact to the customer and how many other customers would benefit from the same enhancement. ESQ Business Services reserves the right not to set a specific release date for some enhancements, even if we agree that it should be included in the product.