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Rego Support takes your requests for escalated attention very seriously and works to understand your business concerns and provide appropriate service before you find yourself in a situation where you feel the need to request management intervention.
If you have requested an update to a ticket or a change in severity and you are not satisfied with the attention you are receiving, you may escalate a ticket to Rego Support Management by following these steps:
Please ensure that you have the following information available: The ticket number, the reason that you require elevated attention and the business impact you are experiencing.
Submit an email to your Rego Account Manager and our Rego Support Escalations ClarityEscalations@regoconsulting.com Management team. We will process your request and ensure additional resources are provided to resolve the situation.
Service Level Descriptions:
Severity Level | Business Impact | Description |
1 | Critical | PRODUCTION System Down/Service Unavailable condition severely impacting Production environment involving: § Service outage or failure severely impacting Customer’s business operations.
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2 | High | A PRODUCTION high impact business condition where: § Service is available but its functionality is significantly restricted thereby causing disruption to Customer’s normal business operations. § The Service’s Available Functionality is not working, thereby negatively impacting Customer’s business productivity. § There is no workaround available for the issue.
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3 | Low/Minor | A PRODUCTION OR NON-PRODUCTION Service is available and Available Functionality is generally usable, however Service has an issue causing minor operational challenge(s). Issues may be isolated to specific end-users and may have little impact on the availability/functionality of the Service.
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4 | Minimum/No Impact | A PRODUCTION OR NON-PRODUCTION minor defect that has no impact on the Service, or a general enquiry on the functionality of the Service including how to/informational queries.
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