Policies and Procedures

Policies and Procedures

Priority Levels

When a customer contacts SumTotal for assistance, the case is logged and the customer receives a reference number. The case is categorized by priority, based on the descriptions listed below. The customer is also able to assign the priority level to a case when submitting a case via the SumTotal DSC Portal. SumTotal Customer Support will review the priority level chosen by the customer, and will adjust it as needed, based on the descriptions below and the business needs of the customer.

In partnering with you to establish a priority level for your case, it is our philosophy to match your sense of urgency. Please note that Priority 0 is reserved for only Production Environment Outages where your Production Environment is completely down. We urge you to call the Support Hotline for your P-0 cases.



Severity Level

Severity Level Description

Response Times

P0

Complete Outage of Primary Instance
  • Production site is inaccessible and cannot be used

SumTotal will work on the outage around-the-clock until the Primary Instance is accessible.

P1

Critical feature/functionality is non-functional in the Primary Instance
  • No viable workaround is available, and

  • A significant number of users are affected; and

  • There is a critical business impact

SumTotal will triage and work on the issue as a high priority and will provide a workaround, a hot fix, or a scheduled fix (e.q. maintenance release or service pack).

P2

Minor feature/functionality is non-functional in the Primary Instance
  • A workaround is available or has been provided for a P1 issue, or

  • Limited number of users are affected; and

  • There is a non-critical business impact

SumTotal will triage and work on the issue and will provide a workaround, a hot fix, or a scheduled fix (e.q. maintenance release or service pack).

P-3

Production Environment is fully operational or issue only exists in Secondary Environment
  • Minor application issue; or

  • Cosmetic issue; or

  • Documentation questions; or

  • How-To questions, or

  • Product feedback or enhancement requests

For application and cosmetic issues, SumTotal will identify a potential delivery date for a future release.

For documentation & how-to questions, SumTotal will provide guidance and/or documentation.

For feedback and enhancement requests, SumTotal will triage these items for potential inclusion on our product roadmap.

 

Designated Support Contacts

The number of Designated Support Contacts (DSCs) per customer is based on the level of support purchased. The DSCs may authorize changes to the contacts list and may also receive notifications from Customer Support such as announcements of service pack releases. If an unauthorized individual contacts SumTotal Support, they will be directed to one of your DSCs. To change Designated Support Contacts, simply have an existing DSC submit a support request and indicate the change. Provide the new contact's name, title, email address, and telephone number.

 

DSC Case Management Portal

We offer the convenience of a DSC Portal which enables Designated Support Contacts within your company to submit, view and add comments to Support Cases via the web. We trust you will find this a beneficial and efficient method to review your SumTotal Support activity and receive alerts when Support Cases are updated. The Guide to DSC Portal can be downloaded from this page and will help you to access, navigate and leverage the features of our online resources and support.

Prioritization Process

It is our goal to ensure you are 100% satisfied with your SumTotal experience. We welcome your feedback and want to ensure your success with our products. If there is anything we can do to improve your experience, please don’t hesitate to let us know.

If you have concerns about a specific Support Case, please access the DSC Portal and complete the Case Prioritization Information section. A Support Manager will contact you and follow up on your concerns. If you have general feedback for Support or are simply unsure of where to go with a specific issue, you can e-mail us at contactsupport@sumtotalsystems.com This mailbox is monitored during all business hours.