How do I choose the severity level for my support request?

In the Keepeek support form, you can choose the severity level of your request. This will determine the urgency with which it is handled and the resources allocated by our teams.

We distinguish between four severity levels:

Severity 1: Trivial situation

Minor malfunction, clarification of documentation, request for long-term improvement, request for telephone advice or recommendation.

Severity 2: Awkward situation

Error or anomaly rendering certain system features unavailable, even though workarounds clearly exist.

Severity 3: Serious situation

Error or anomaly that has a significant impact on the CLIENT's business or renders important features unavailable, where no acceptable workaround has been found for the CLIENT.

Severity 4: Emergency and/or deadlock situation.

Error causing a complete system shutdown or service unavailability for the CLIENT. An emergency is considered to be an anomaly that prevents the total use of Keepeek 300', prevents the use of a major business process, or has an immediate impact on the CLIENT's activity.