The system is inoperative, and it has a critical effect on the EndUser’s operations which can’t be solved by the End user’s or Partner’s IT/technical administrator. This condition is generally characterized by system instability and requires immediate correction. Phonexia’s software function is stopped due to its internal error, and it fails again on a different data input after Phonexia’s software restart. If the issue does not appear on the latest version of Phonexia’s software, it will not be considered a Critical Issue. A Critical Issue is being fixed on a best-effort basis and a fixed version of the Product is delivered within the next Bug fix release or Software Update.
Support
Availability of the service
Phonexia provides the Service according to the defined period:
5 Company Business Days a week (Monday to Friday) / 8 Business Hours (09:00 – 17:00) in the CET time zone in English
To help the support staff to solve your issue faster, please include a report of the corresponding product.
Critical and minor issue definition
To create report
Report your issue by submitting a Ticket
Note: to submit a ticket, you have to use your login account for Atlassian (meaning your username and password may be different in the ticketing system and in Partner Portal).