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Partner: Case Severity Guide for Partner Community (Marketing Cloud)

Knowledge Article Number 000240839
Description When submitting a case via the Partner Community, there are three options available for case severity: Urgent, High, and Medium. Choosing the correct option will ensure that your case is prioritized correctly, and the definitions along with example scenarios are as follows.
Resolution Urgent

An issue with no reasonable workaround available.  The following scenarios are examples for when this severity should be utilized:

Social Studio
 
  • Delays in Inbound messages
  • Issues impacting multiple users within one Tenant or Channel
  • Time-sensitive requests (examples: activations, password resets, locked accounts, Activate Tenant ID Cases)
  • Mobile: App services impaired, but can do material functions
  • Degraded  app responsiveness
  • Unable to import
  • Outbound message delays

Any Other Marketing Cloud Product (for example, Email Studio, Automation Studio)
 
  • Unable to perform any sending due to hesitation in application performance
  • Integrations are non-functional but workaround is provided to send
  • A batch of API calls were failing at a specific time but have since started working again
  • Any process tied to sending not working
  • Single user not able to login
  • H&T issue for single customer

High

An issue that has a short term workaround available but not scalable. The following scenarios are examples for when this severity should be utilized:


Social Studio
  • Slow loading widgets in the Analysis Dashboard or slow loading columns in Social Studio
  • Mobile: Non-critical features are impaired, but not impacting sending activity
  • Provisioning issues
  • Keyword creation errors
  • Deliverability (Bounces, Issues with specific contacts)

Any Other Marketing Cloud Product (for example, Email Studio, Automation Studio)
 
  • System performance issue with usability of the product still intact
  • Bug affecting some but not all users
  • Deliverability remediation issues
  • Data integrity issues

Medium

An Inquiry that is routine, asking about information on functionality.

Social Studio
 
  • Mobile how-to (managing contacts, keyword creation, message types)
  • General questions or how-tos
  • Routine technical issue
  • Information requested on application capabilities, navigation, installation, or configuration
  • Account administrative requests

Any Other Marketing Cloud Product (for example, Email Studio, Automation Studio)
 
  • General questions or how-to's
  • Routine technical issue (ie. requesting error logs)
  • Information requested on application capabilities, navigation, installation or configuration)
  • Provisioning requests
  • Configuration and Developer Services requests




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