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- Client version number - This can be found in the About menu within the Help toolbar. Note this an your email or provide a screenshot.
- System error - Please provide all relevant screen captures and descriptions of steps leading to the error. Any other information is appreciated.
|Critical||The issue causes fundamental functionality to become inaccessible or incorrect. There is no satisfactory workaround.||It is not possible to login to the
CostMANAGER client or use a major system component such as reports or input screens.
|Normal||The issue causes functionality to be inaccessible or to perform incorrectly. There is no satisfactory workaround.||It is not possible to access or create new objects such as filters or functions without error.|
|Minor||The issue causes functionality to be inaccessible or incorrect but user’s tasks are not significantly impaired.||It is not possible to change a report
Response and Resolution Times
|Issue Priority||Aspirational Response Time||Aspirational Resolution Time|
|Critical||4 hours or less||Same or next business day|
|Normal||Same business day||Same day of within one business week|
|Minor||Next business day||Same or next business week|
Resolutions and Workarounds
Where a solution cannot be given immediately, a workaround will be provided. Workarounds are temporary solutions given to expedite a support issue. A full solution is then provided as soon as possible.