Case Severity
When raising a Stax support case, you are required to select the severity level of the problem. The severity is determined by you based on the impact the problem is having on your business and your perceived urgency.
Severity Levels
The Stax support case severity levels are as follows:
| Severity | Description |
|---|---|
| General guidance | You require general guidance, have a general development question, or you would like to request a feature |
| System impaired | Non-critical Stax functions are impaired or degraded or you have a time-sensitive development question |
| Production system impaired | One or more important Stax functions are impaired or degraded |
| Production system down | Your business is significantly impacted. One or more important Stax functions are unavailable |
| Business-critical system down | Your business is at risk. One or more critical Stax functions are unavailable |
Some Examples:
General guidance: You require assistance with a billing enquiry.
System impaired: You require a Stax account quota increase which is preventing the creation of a new AWS account.
Production system down: Multiple users are unable to access their AWS account.
Business-critical system down: Multiple users are unable to log into the Stax Console.
Response Times
Stax support case response times will vary based on your Stax support plan. Our commitment to you can be found on our SLA page.
Resolution Times
Stax will not guarantee resolution times. This is because the most severe, disruptive problems are more complex and can take longer to fix.