Support Definitions

Priority Codes

The following definitions apply to the technical impact of an issue, as assessed by Domino once the issue has been submitted.

• Urgent (See “Critical” in our standard legacy MSA/contract)  - An “Urgent” priority is given to an issue encountered in an environment that renders the Software inoperable, or substantially degrades the performance thereof, or adversely affects Customer’s business operations, or causes financial liability due to operational or informational deficiency. 
• High (See “High” in our standard legacy MSA/contract) - A “High” priority is given to an issue that is not adversely affecting Customer’s business operations or causing financial liability, but has no viable workaround, and is repeatedly affecting Customer’s usage of the Software, or negatively affecting data integrity, or degrading performance of the Software.
• Normal (See “Standard” in our standard legacy MSA/contract) - A “Normal” priority is given to an issue which does not significantly impact Customer’s operation or use of the Software.
• Low - A “Low” priority is given to questions that don’t relate to the disruption of core Domino functionality. These may include “how-to” questions, especially those related to unique workflows or requirements

Business Impact Levels

The following definitions apply to our available “Business Impact” levels. “Business Impact” is set by the customer contact when submitting a ticket (only available via the “Support” button in the Domino application, or by submitting a ticket via https://tickets.dominodatalab.com; “Business Impact” cannot be set via email).

• Critical - There is a system-wide outage in your production deployment, preventing multiple users from working on Domino, or if there is a significant risk of data loss 
• Major - A commonly used, documented feature has stopped working in your Domino deployment, and the loss of functionality is significantly impairing your usage of the product
• Moderate - A minor feature is no longer working and it's reducing the usability of the product
• Limited - You have a question about how to do something

Ticket Statuses

• New - ticket was recently submitted, and is awaiting assignment to a Domino Support Engineer

• Open - ticket or latest update is under investigation by Domino Support
• Pending - ticket requires more input from customer contact/requestor. Please post a comment when the requested information is available.
• Solved - either a) a solution has been provided to the ticket/issue, or b) following a “Pending” status (signaling a request for information from the customer contact/requestor), two or more weeks have elapsed with no further input; NOTE: a ticket can be re-opened by simply responding to the ticket email thread, or by posting a new comment on the ticket via our Customer Portal
• On Hold - issue requires longer-term resolution, ex: via a defect fix in a future version, or new feature
• Closed - issue was previously “Solved”, and is now officially closed.

Business Hours/Business Days

• Domino Support’s business hours are Sunday 6 PM US Pacific time to Friday 6 PM US Pacific time, excluding company holidays (unless otherwise agreed to by Domino in writing). Weekend and holiday coverage is provided only for tickets where the Priority is specified as “Urgent” or the Business Impact is specified as “Critical” (see “Service Level Agreement”)

Other Definitions

• Core products - “Core products” refers to what is covered in the official Domino product documentation, and all documented features therein (see https://docs.dominodatalab.com).
• Ticket - “Ticket” refers to a single submission to Domino Support by a customer, related to a single issue or problem, assigned a unique ticket number by our ticketing system (ex: #59999). This includes product defects and feature requests submitted through Domino Support.
• Customer Portal - “Customer Portal” refers to our ticketing and knowledge management system, https://tickets.dominodatalab.com/.