Users with valid maintenance, SELECT contract:We have implemented changes to the technical product-related submission form making it easier to report or obtain immediate assistance to severe, production impacting issues. We have also simplified priority field that is now directly associated to the issue category.
Following priority options are available based on the type of the issue:Incident (something is broken)High, Medium or Low priority is available
Service Request (request for information or advice)Medium or Low priority can be selected by the user
Product Enhancement SuggestionPriority is not available for this type of support request
Critical priority and Incident issue category are automatically selected when the user checks "Severe Production Impact" box.
We also encourage users to provide direct telephone number in the submission form, making it easy for support analyst to quickly obtain necessary details or provide a solution via phone.
Some changes have been also implemented for our NON-SELECT users.