Dazzle describes the urgency of support requests as indicated below. Dazzle responds to the submitted ticket based on the urgency indicated by the customer at the time of ticket/issue submission.
Critical: Customer’s production system is inoperative; or customer’s production operations or productivity are severely impacted with no available workaround; or is a critical security issue. Critical issues are eligible for 24×7 support.
High: Customer’s production system is operating but the issue is causing disruption of customer’s business operations; workaround cannot be used for an extended period. This is the highest designation available for development and help desk questions. Only eligible for office hours support.
Medium: Customer’s system is operating and the issue’s impact on the customer’s business operations is moderate to low; a workaround or alternative is available. Only eligible for office hours support.
Low: Issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity. Only eligible for office hours support.
Response times >
Manage Cookie Consent
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.