Priority guidance overview
When raising a case through the Customer Success Portal, please refer to the priority levels below to ensure your request is handled appropriately.
Priority 1 – Critical Issues
Data Subject Access Requests.
Full system outage (affecting all users).
Priority 2 – High Impact Issues
System running slow (multiple users).
Product/feature not working as intended (multiple users).
Integration issues (e.g. SystmOne, EMIS).
Priority 3 – Moderate Impact Issues
System running slow (one or a few users).
New report tool or feature request.
Product/feature not working as intended (one or a few users).
Potential bugs or errors (please include screenshots and steps to replicate).
Priority 4 – Low Impact or Routine Requests
Product-related queries.
Client or user deletion/deactivation requests.
Tasks that can be completed within the app (e.g. adding users, password resets, login issues, user adjustments).
Additional Notes
For requests involving new users, client deletions, or data adjustments, please use the relevant data change documentation. If you need a copy, mention it in your next case and the team will provide it.
To raise a new case on the Customer Success Portal:
Please raise your query through the Access Digital Assistant and quote "Raise a case" for this issue to passed on to a support engineer.