eReserve Support Priority Levels

When contacting our support team, you will be asked to specify a priority for the issue to help us to manage our responses. See below for a brief description about our priority system so that you can assign the priority of the issue yourself.

Urgent:

• Interruption to critical processes affecting many users and no work around available.
• Immediate resolution is needed.
  
  

High:

• Interruption to critical processes affecting individual users and no work around is available.
• Immediate resolution is needed.
  
  

Normal:

• Interruption to the individual users and no acceptable workaround is available.
• Immediate resolution is not needed.
  
  

Low:

• Hindrance to the work of individual users and/or and acceptable workaround is available.
• Immediate resolution is not needed.