Unresolved Severity 2 incidents greater than 5- days old will be reviewed on a weekly basis by the associated Support Team, and an action plan will be developed to bring the issue to resolution. Once the action plan has been developed, a call will be placed to the customer for approval. The associated Manager of Technical Support will be notified if unresolved after 5 days. The server or network is operational but some functions have limited capability. Screen formats and presentations are being displayed incorrectly.
Intermittent client disconnects.
Poor server performance. Status updates will take place every 5 days or a mutually agreeable schedule will be established to ensure that the customer is kept up to date through incident resolution. Resolutions will come in the form of answers, statements of direction, or available software fixes for currently supported software products. These types of problems are reported as an incident to the support center and tracked to ensure that Banyan fulfills its responsibility to the customer. StreetTrack allows you to interact dynamically with our database from an Internet browser.