Guidelines for Experience Cloud Support Tickets

Summary:

Give us a brief summary of your issue.

Account information:

Include your company name in your support request.

Steps to reproduce the issue:

Provide instructions with as much detail as possible, including any URLs needed to duplicate the issue and what your expected experience should be.

Please be specific enough that someone unfamiliar with the workflow could easily reproduce the problem.

Support priority:

Identify your issue priority from the list below and include it in your support request:

• P1 Critical Business Impact:
  • Customer's production business functions are down or have significant data loss or service degradation and immediate attention is required to restore functionality and usability.
• P2 Major Business Impact:
  • Customer's business functions have major service degradation or potential data loss, or a major feature is impacted.
• P3 Minimal Business Impact:
  • Customer's business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
• P4 No business impact:
  • General question regarding current product functionality or an enhancement request.

Response times for each type are as follows:

• P1 Mission Critical: 30 minutes
  
• P2 Urgent: one hour
• P3 Important: four hours
• P4 Minor: one business day

Business impact:

Tell us how this issue is impacting your business. Examples of business impact we’d like to know could be:

• the issue is causing revenue loss
• work production is slowed, but a workaround was found
• the product is rendered unusable

Your expectations:

We’d like to know what you expect to happen in order to resolve your issue.

Additional information:

Include any additional information that you think will help us to solve the problem.