The below article describes the support provided by QuickOnline to customers with a valid support contract.
Opening a case
To open a case, send an email to support@quickonline.ch
Target Resolution Times
Support cases are handled within two business days* and an initial defect classification is defined. The root cause identification process is then conducted and once validated with the customer, the below service level targets will apply to deliver a fixed release.
| Classification | Definition | Target Res. Times |
|---|---|---|
| 1 – Critical | The defect affects a critical functionality of the product and no workaround is identified. | 5 days |
| 2 – Severe | The defect affects one or several main functionalities of the product. Workaround are identified but severely degrade the quality and use of the product. | 5-10 days |
| 3 – Moderate | The defect affects non-critical functionalities of the product and simple workarounds are identified when relevant. | 10-15 days |
| 4 – Minor | The defect does not affect functionality. It does not even need a workaround and does not impact productivity or efficiency. | Best effort according to release plan |
| 5 – Enhancement New Feature |
Request for new features which does not exist within the existing release of the software. | According to release plan & product roadmap |
*Business days definition: Monday to Friday from 08:00 to 17:00 (GMT+1)
Access to Support & Target Resolution Times