Technical SupportSupport Portal Login
For organisation administrators with paid support
Praxism is committed to providing a support program that offers high-value, flexibility and cost-effective options for our customers. The goal of our technical support program is to respond quickly to customer issues and to continually improve our handling of your technical support needs.
Leading Customer Support Tools
A comprehensive and robust web tools to enable self-help through our knowledgebase, open new incidents and review and track status
Flexible Support Packages
Conventional Support Packages with our Premium and Advantage support offerings.
Revolutionise your support
Turning conventional support models on their heads! Don’t call us, we’ll call you with support incidents automatically opened!
Support Incident Process
Praxism is committed to resolving customer problems quickly and professionally; when you contact Praxism:
- Every service request is logged into the support system and is accessible to all of your nominated organisation team members.
- The Technical Support Team assigns case priority based, in part, on the Severity Level that you indicate.
- After reasonable troubleshooting, an unresolved case will be escalated to Technical Support Management (TSM) for escalation and resolution.
The Severity Definitions available are the following:
Severity Level Definition
Critical Service Outage
A production service is down and no workaround is immediately available.
- A critical production service –is down or not responding and cannot be stabilised or restarted.
- Your business operations have been severely disrupted.
- 50% of users on a platform or server are affected.
Severity 1 (Sev-1)
Severity 1 support requires you to have dedicated resources available to work on the issue on an on-going basis during your contractual hours. In the case that the customer cannot continue to work on the issue with Praxism, the case Severity Level may be reduced to a Sev-2.
A service outage does not include the loss of connectivity or access for a single or relatively small subset of users, and a service outage should only be filed on cases thought to be problems with the server or service.
Note: Sev1 may not be used in the case of a new installation, a test server or platform, or where no production users are on the system.
Major functionality is severely impaired.
Severity 2 (Sev-2)
- Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
- A major milestone is at risk. Ongoing and incremental installations are affected.
- A temporary workaround is available.
Minor functionality not working – workaround available. Partial, non- critical loss of functionality of the software.
Severity 3 (Sev-3)
- Impaired operations of some components, but allows the user to continue using the software.
- Initial installation milestones are at minimal risk.
General Usage Questions
Severity 4 (Sev-4)
- Cosmetic issues, including errors in the documentation.
- General configuration or use questions.
- Upgrade, major change, and migration notifications.
- Beta products.
- Trial customers.
- Enhancement requests.
Cases initially opened via email will be assigned a Severity Level of Sev-4.
|Priority Level||Premium Support||Advantage Support|
|Critical Service Outage (Sev-1)||1 Business Hour (12x5)||4 Business Hours (8x5)|
|Major Functionality (Sev-2)||4 Business Hours (12x5)||8 Business Hours (8x5)|
|Minor Functionality (Sev-3)||8 Business Hours (12x5)||12 Business Hours (8x5)|
|General Usage Questions (Sev-4)||24 Business Hours (12x5)||48 Business Hours (8x5)|
The "Response time" should not be confused with a "Resolution" time. Resolution for a complex technical problem may require significantly more time than the targets set for Response. The Response targets are measured on the initial response after the case has been submitted as a case.