Service Request Priority Guidelines

English | Japanese

 

Priority 1 and Priority 2 Service Requests are reserved for you to register your most serious production or development issues and should be logged by telephone whenever possible.

To find the telephone number of your local support center, please review the support center details and hours of operation for your location.

In order to serve you better and maintain a high level of responsiveness for your most serious issues, you will be asked to verify the business impact for Priority 1 and Priority 2 service requests before we proceed.

Priority	Business Impact	Recommended Contact Method	Description
1	Critical	Telephone	Cognos application in a production environment is not available or critically affected; No acceptable workaround or alternative solution available.
2	High	Telephone	Use of the Cognos application in a production environment is seriously affected; Cognos implementation project unable to continue; No acceptable workaround or alternative solution available.
3	Medium	Web	Use of the Cognos application is restricted; An acceptable workaround or alternative solution may be available.
4	Low	Web	Use of the Cognos application is generally unaffected; Request for information, enhancement, product clarification; An acceptable workaround or alternative solution is either available or not required.

 

For critical priority 1 issues outside your regular support hours please call +1 (613) 228-7900 or, in North America, 1-800-637-7447.

Please note: (1) Unless Extended Coverage is included in your support plan, this service is chargeable; (2) This service is available in English only.