General Guidelines
- Select the appropriate priority level for issues:
- Low: Administrative issues generally isolated to one end-user or minor software issues that do not disrupt essential processes.
- Moderate: Impact to a process or workflow that is isolated to a few end-users, with a temporary workaround that can be implemented.
- High: Significant impact to processes in a production (live) environment, where a workaround exists.
- Critical: Urgent issue preventing all end-users from completing necessary processes in a production (live) environment without a known workaround.
- Provide the following details for issues:
- Summary of issue
- Date when issue was encountered
- Impacted users or workflow
- Steps to recreate the issue
- Summary of expected behavior
- Do not upload attachments or include any information containing PHI. Continue to use the established secure channels set by your client success team to share sensitive data.
- Refer to your client success team for information on the Software Maintenance Response Schedule.
