Severity Levels help to ensure that Bradford Networks Product Support cases are prioritized so the most pressing cases are addressed first. Below is a listing of the case severity level definitions that Bradford Networks Product Support uses to categorize problems, assistance, and feature requests:
| Level | Description | Examples |
|---|---|---|
| Emergency* | Severe business impact as the result of a problem with your Bradford Network Access Control Solution. This problem requires immediate attention. | Application will not re-start or cannot be accessed; database crash; system performance has degraded to a point where system is not usable. All essential processes are not functioning or responding. System and policy enforcement services are not operational. No clients can register. |
| Critical | Your business is impacted as the result of a problem with your Bradford Network Access Control Solution. This problem requires prompt attention. | System and policy enforcement services are operational. Some essential processes are not functioning or responding. |
| Non-Critical | Your business is not impacted but there is a problem with your Bradford Network Access Control Solution that requires attention. | Issues where workaround exists, operational failure under certain circumstances. The end-user policy enforcement services are not fully operational. Some clients cannot register. |
| Assistance / Information | You have questions about / need guidance with Bradford product capabilities or configurations, or want to expand Bradford’s integration into your network | Device support, how-to’s, adding wireless, adding additional network access and security policies, changing or adding authentication methods, adding gaming or handheld devices, product implementation assistance and furtherance |
| Feature Request | Our customers are a source of new feature requests and product enhancement suggestions. Submit them here by supplying a detailed description of the behavior and result you are requesting. |
* Phone Call Required To Initiate Case. Email requests are handled only during normal business hours.