BA Insight provides a high level of expert technical support, enabling IT departments to spend less time managing BA Insight software and more time on other projects. Based on severity level, a BA Insight Support Technician will make a best effort to resolve the issue accordingly based upon the timeframe outlined below.
BA Insight’s Support Team operates weekdays from 9 a.m. to 6 p.m. U.S. Eastern Standard Time, excluding holidays. BA Insight will respond to requests for assistance from Customers as quickly as possible with respect to problems of a type that would warrant one of the severity levels listed below based on information supplied at the time of submittal.
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Severity of Issue: Critical A critical issue is one that affects at least one-half of all product users, and impairs the ability to view Longitude’s enhanced Search Results. An example of a critical issue would be when Longitude's Software product fails to start properly.
Estimated Response Time: 2 hours
Severity of Issue: High An issue assigned a level of 'high' affects more than one-quarter of all users. This type of issue results in the loss of some, but not all, of the functionality provided by Longitude software. An example of an issue of ‘High’ severity’ would be Longitude’s hit highlighting functionality not working properly.
Estimated Response Time: 24 hours
Severity of Issue: Medium An issue assigned a level of 'medium' normally affects less than one-quarter of all users, with zero or limited loss of Longitude functionality. An example of an issue of ‘Medium’ severity might include a remote user having trouble accessing a search center instance.
Estimated Response Time: 72 hours
Severity of Issue: Enhancement An 'Enhancement Request' is made to change or improve upon one or more of BA Insight’s existing technologies, though no explicit issue exists. BA Insight views these requests as a critical component of its product development process, and reviews each carefully. If making an Enhancement Request, you should expect a BA Insight engineer to contact you in order to get additional information about your request, and to provide a detailed status of your request.
Estimated Response Time: Commercially Reasonable Timeframe
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