Support

To maintain a low response time to your requests, we have structured our support in two levels.

The First Level support is taken care of by our Resellers.

With First Level we mean all issues that can be solved without technical help, programming or change of data like use of the modules, password issues, browser settings etc.

All other issues that require Technical help, changes in databases or programming are Second Level issues and can be reported to DGM-SDG via your Reseller or via the contact form on this website.

For second level support, we use the following codes and leadtimes:

S1 – Blocking		24 to 48 hours after DGM determines that the issue requires a change in the Product.
S2 – Urgent, No Workaround		10 days after DGM determines that the issue requires a change in the Product.
S3 – Important, Available		30 days after DGM determines that the issue requires a change in the Product.
S4 – Nuisance		Timeframe is determined from Customer input and will most likely be greater than 30 days.
S5 – Minor		Timeframe is determined from Customer input and will most likely be greater than 60 days.

i)		S1 - Blocking. Severity: Core business functionality is broken Workaround: None Issues which cause data loss or data corruption. Issues which prevent use of core business workflows - e.g. login, transactions, groups of reports or lists, account provisioning. Incorrect data on key reports (Shippers Declaration’s, NOTOC’s, Checklists). Security Breaches - including permission errors which erroneously expose data, or which prevent valid data access.
ii)		S2 - Urgent, No Workaround. Severity: Seriously impairs business processes, but is not of SI severity Workaround: None or very inconvenient Issues which break basic feature functionality in transactions, lists, reports, etc., but do not block users from performing core business functions. Incorrect data on non-key reports. Incorrect data being displayed in the browser, even though the data is correct in the database. User visible issues which affect functionality, generating “Unexpected error.” Script errors which affect core business functionality.
iii)		S3 - Important, Workaround Available. Severity: Causes moderate disruption to business processes, but is not of SI or S2 priority Workaround: One of more convenient workarounds Issues which moderately affect feature functionality on transactions, lists, reports, etc. Issues which generate Script errors, but do not affect core customer functionality. Moderate localized performance degradation. Localized or browser-specific issues (on Windows/IE or Mozilla Firefox) Glaring formatting or typographical errors. Incorrect product Documentation.
iv)		S4 - Nuisance. Severity: Causes minor disruption to business processes, but is not of higher priority Workaround: Multiple good workarounds or not needed Issues which have a minor affect on feature functionality in transactions, lists, reports, etc. Isolated performance issues which do not affect work flow. Misleading or ambiguous documentation. Poorly structured or worded user interfaces.
v)		S5 - Minor. Severity: Does not affect any functionality Workaround: Not needed Incorrectly formatted data. Visual inconsistencies. Typographical errors in documentation or isolated interfaces.