We welcome all types of support cases!

• Bugs, Features, Enhancements, Questions, Ideas
• Cases provide an audit trail, tracking mechanism and assessment across entire customer base

Not sure if it’s case worthy?

• Ask your CSM/Services/PM but don’t hesitate to submit a case of type “Question”

Have multiple issues to report?

• Break them down into multiple cases if possible

Issue is too complex / too broad / not reproduceable?

• We still want to hear about it and can often tell you if others are impacted

Prioritize in context of other issues submitted by your organization

• Customers usually know best which issues are most critical for their organization but Revenera may not always have this knowledge. It removes a lot of ambiguity when customers help us with prioritization. Remember, you can view all suppport cases filed by your organization by using the 'All Cases' filter.
• We will take care of prioritizing your case in context of our entire customer base and strategic initiatives.

Remember Priority = Urgency + Business Impact

• These are not pre-defined case fields, but this is critical information for our PMs.

Urgency is all about time.

• Help us identify issues that may not be blockers today but you expect them to turn into blockers in a week, a month, a year. Advise us of any known deadlines this bug will affect.

Business Impact is the effect of the issue on your business

Here are some examples of business impact to consider:

• Business activity is affected
• Potential operational loss
• Potential financial loss
• Reputation shattering
• Inability or length of time to recover

Don't forget to update the case if circumstances change

• Perhaps you found an acceptable workaround or moved to a different release alltogether. Please don't forget to update us on the changes so that we can better apply our valuable time and resources.