Support procedures – VEXXHOST

Change case priority

If the service impact of a support case changes, you can change the priority of your case based on the urgency and the business impact. When you change the priority, our support team is notified and attends to your case based on the new priority.

You can change the case priority in the Support Center or by replying to the latest email of your case.

When changing the case priority, be sure to provide information about the reason for change, and specifically, how the impact to the business has changed.

Reference

Support case status

After a support case is created, you can view case status in the Support Center. Below is a description of the different statuses and their meaning:

Status	Description
New	The case is not assigned yet.
Open	The case is assigned to one of our engineers. You'll see a response within the target response time mentioned in the priorities table.
On Hold	A ticket with status set to On-hold means that a response is needed from a third party (or our internal engineering team), not the requester or the assignee.
Pending	We need more information or you to do something from you before we can proceed.
Resolved	A solution for the issue or request in the case has been offered. The customer can reopen the case if the offered solution is insufficient.
Closed	The case is resolved and closed by the Support Engineer. If the issue is still ongoing, you can reopen it within 5 days by replying to the last communication. After 5 days, you'll need to open a new case.

Support case priority

When creating a support case, it's important to assign it the correct priority. Per the Technical Support Services Guidelines, the case priority determines the initial response time for the case.

The following table defines support case priorities. For more information, see best practices for changing case priority.

Priority definition	Example situations
Critical Service Unusable in Production	The application or infrastructure is unusable in production, having a significant rate of user-facing errors. Business impact is critical (revenue loss, potential data integrity issue, etc.). No workaround is available that is easy to implement (less than 30 minutes). Immediate attention is required to resolve the problem.
High Service Use Severely Impaired	The infrastructure is degraded in production, having a noticeable rate of user-facing errors or difficulties in spinning up a new production system. Business impact is moderate (danger of revenue loss, productivity decrease, etc.). A workaround to mitigate critical business impact is available and easy to implement. Fast response is required.
Medium Service Use Partially Impaired	The issue is limited in scope and/or severity. The issue has no user-visible impact. Business impact is low (for example, inconvenience, minor business processes affected, etc.). Case requires more in-depth investigation and troubleshooting and less frequent interactions.
Low Service Fully Usable	Little to no business or technical impact. Recommended for consultative tickets where in-depth analysis, troubleshooting or consultancy are preferred to more frequent communications.