Quick response times maximize agency efficiency
The Quality Assurance team assigns severity levels to each reported issue. Severity levels dictate On Point Technology’s response to the issue as follows:
Severity 1 - Major System Impact
The software suffers an error or issue which cannot be reasonably circumvented and which so substantially impairs the performance of the software or any components of it that are so critical to your business as to effectively render the software unusable. We will acknowledge any such reported error or issue within two hours and, if you are using the software in production, we will work seven days a week to identify the error or issue and provide an applicable fix through the immediate release of a Hot Fix.
Severity 2 - Moderate System Impact
The software suffers an error or issue which cannot be reasonably circumvented and which substantially impairs the use of one or more portions or features of the software for you to perform necessary business functions, but does not effectively render the software unusable as a whole. We will acknowledge any such reported error or issue within four hours and, if you are using the software in production, we will work continuously within normal business hours to provide an applicable fix in the next Service Pack Release.
Severity 3 - Minor System Impact
The software suffers a low impact error or issue that impairs the use of its features, but can be reasonably circumvented. We will acknowledge any such reported error or issue within one business day and will work during our normal business hours to identify it and use commercially reasonable efforts to provide an applicable fix in a future Service Pack Release.