Creating a Case: Severity, Priority, and Response Levels

Once a user has certified in LeaseAccelerator, either through LeaseAccelerator University (LAU) or by passing an administered certification assessment, they can be granted Case Creator status. This means that the user may submit support cases.

LeaseAccelerator Client Support uses severity, priority, and response levels to determine the urgency and priority in which we handle cases. The scale is from 1 to 4 where 1 is the most critical/urgent. We use the guidelines for triaging, troubleshooting, escalating, and replying to all cases.

Severity and Priority Settings

There are two options for submitting a case:

Email - If you send in a case via email, it will default in our system to Severity 3, Priority 3, so it is important when submitting cases via email to tell us in the subject or the body of the message what type of request it is. No one is more familiar with your business workflows than you are, so we depend on you to let us know the criticality of all requests. We will do our best to set these values appropriately or inquire back when these values do not appear to be in line with the urgency of the request.
New Case in Success Center - (Note that not all Success Center users have access to cases.)

When creating a new case in the Success Center, you have the option of selecting a priority. Select 1, 2, 3, or 4 from the drop-down menu Hover over the information bubble for a quick definition.

Severity Levels

Classification	Criteria	Examples
Severity 1	Business Critical Failures: An error or failure that materially impacts the functions of the business by preventing all useful work from being done or disabling major business functions from being performed.	User is unable to log in Reports are taking extraordinarily long to run Site is down
Severity 2	System Defect with Workaround: Either a critical error for which a workaround exists or a non-critical error that significantly affects the functionality of the product.	Duplicate assets/payments are appearing in month-end close reports Unable to book a deal GL Coding convention error
Severity 3	Benign Error: An isolated, one-time incident or benign error, or a product enhancement request. It does not significantly affect the functionality of the product, although it may disable certain non-essential functions, and it does not materially impact system performance.	User setup Improve error message Create a new role Create an automated process
Severity 4	Inquiries and Cosmetic issues: User question or inquiry around features or functionality of the application, requests for documentation, and other nontechnical requests. It can also be an issue that impacts only a small number of users for which a workaround is available.	Questions starting with “How do I…”

Priority Levels

The priority of a case indicates its criticality to your business. Normally we will not change the priority unless requested, or if the severity is escalated. For example, if a Severity 2 Priority 2 case is escalated to Severity 1, the priority is then changed to Priority 1.

Response Levels

The following are our response levels:

Response Level 1 - Email acknowledgement of receipt of report of an error or problem.
Response Level 2 - We provide the patch or workaround (program or manual), or temporary or update release, to allow user to continue to use all functions. Where the problem is attributable to neither third-party systems nor issues outside of our control, we deploy a permanent fix within the next two releases.
Response Level 3 - We provide an official fix, update, or release.

The timeline for the response is as follows:

Enterprise Edition – Target Response Times:

Severity Classification	Response Step 1	Response Step 2	Response Step 3
Severity 1 – During Monthly Close Period [Management and Accounting Applications Only]	Under 20 minutes with CSR contact information included.	CSR confirms problem classification within one (1) hour. Reasonable effort around the clock until relief is provided.	Worked on with reasonable efforts during normal business hours until an official fix or workaround is available.
Severity 1 – Outside of Monthly Close Period [Management and Accounting Applications Only]	Under two (2) hours.	Reasonable effort around the clock until relief is provided.	Worked on with reasonable efforts during normal business hours until an official fix or workaround is available.
Severity 2	Within eight (8) hours.	Two (2) business days.	Workaround available as soon as reasonably practicable.
Severity 3	Within 24 hours.	N/A	Correction at LAS’ discretion.
Severity 4	Within 24 hours.	N/A	N/A

Compliance Edition – Target Response Times:

Severity Classification	Response Step 1	Response Step 2	Response Step 3
Severity 1	Four (4) hours.	CSR confirms problem classification. Reasonable efforts around the clock until relief is provided	Worked on with reasonable efforts during normal business hours until an official fix or workaround is available.
Severity 2	Within 24 hours.	N/A	Workaround available as soon as reasonably practicable.
Severity 3	Within 48 hours	N/A	Correction at LAS’ discretion.
Severity 4	Within 72 hours	N/A	N/A

For more information on our support policy, please see our Reference Guide – Support Services Policy.