To access our incident ticket system, please register at support.swanzey.com.

Once registered, you can submit tickets directly to support and track the progress towards resolution.

SIG defines case severity on four levels that reflect the business impact.

Severity 1 – Mission Critical / Urgent

• Production Issue (System down; virtually complete interruption of mission critical service)
• Crash with no recovery/hang
• Functional failure
• Critical loss or corruption of data
• Installation/upgrade/migration failure
• Severe performance related issues
• Frequent crash/hang with auto-recovery
• Major Feature failure or major usability problems

Severity 2 - Moderate

• Installation/upgrade/migration failure - pre production
• Feature failure or deviation from expected behavior
• Moderate usability problems
• Errors, warnings, performance issues or restarts not causing serious impact
• Configuration changes

Severity 3 - Minor

• All "how to" questions
• Configuration and usability issues
• Root cause analysis or post mortem of previous issue

Severity 4 - Low

• Minimal or No-impact items or issues
• Useful for logging/tracking issues that don't have a near term focus

Case Closure Policy

We are committed to resolving all inquiries in a timely and satisfactory manner. Understanding case closure is part of customer satisfaction.

• Issue has been resolved
• No longer experiencing the behavior that initiated the case
• Acceptable workaround has been provided
• Expired Subscription or Support Contact