What should I do if I have an urgent issue (Sev1 or Sev2)?

Applies to: 

• Liquibase Support Portal

Question:

What should I do if I have an urgent issue (Sev1 or Sev2)?

Answer:

1. Open a support ticket via the Support Portal
   1. For Premium Support customers, all High and Urgent priority support tickets must be submitted through our Support Portal to guarantee a response within our SLA. This process routes your request directly to the right team members for faster triage and resolution.
   2. You can open a support ticket by emailing support@liquibase.com. However, it's highly recommended that you open your urgent support ticket via the Support Portal, which allows you to set the ticket priority. This alerts the Liquibase Support Team to the urgency of your ticket.
2. When creating your support ticket, be sure to set the appropriate ticket priority.
   1. Urgent (Sev1): All work has halted, or a work stoppage is imminent. For example, the application system is unavailable or unusable. Or, data is being corrupted, and work must be stopped to avoid further corruption or data loss.
   2. High (Sev2): An application in the system is not working and has limited capability, and the problem significantly impacts users.
   3. Normal (Sev3): An application has an issue that can impact users but does not stop users from performing daily business or issues for which there is a reasonable workaround.
   4. Low (Sev4): A problem or question with day-to-day operational issues, a cosmetic problem with the user interface, or an error in documentation.
3. The Liquibase Support Team will reach out via your support ticket within the SLA below to provide assistance and schedule a call.

You can find our SLA response times both on the Liquibase site and in the knowledge base.

Related Article(s):

Creating a support ticket

About Liquibase Support

Liquibase Support