Level 1 - Critical
Critical issues affecting all users, including system unavailability with no workaround available.
Example: All users are impacted including calling/faxing/web navigation.
Level 2 - Urgent
Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.
Example: Most users are impacted due to inadequate quality of services such as calls/faxes. Some feature and functionality are not operational affecting business/productivity severely with no work around available.
Level 3 - High
System performance issue or product issues affecting some, but not all users. Short term workaround is available, but not scalable.
Example: Calls and faxes are working but the setup of the system is undesirable.
Level 4 - Medium
Inquiry regarding a routine technical issue: information requested on system capabilities, navigation, installing or configuration and issue affecting a small number of users. Reasonable workaround available.
Example: All services are working as expected but looking into other features or options to route calls and faxes. This is including questions about how to use the product and where to find information.
If you are looking to submit feedback about the product or user experience, please log into your account at https://service.ringcentral.com and click the Feedback button