Issue Resolution Request Severity Levels

When a new support request arrives at our help desk we triage and assign one of several severity levels to your request. The more details and information you provide with your initial support request can help us triage and quickly begin working your issue resolution request. 

General Question

This is the lowest priority support issue resolution request. They are typically general questions about how to do something. It could be about basic usage of the reporting app, how to use a feature of your Tap Inspect web account, or questions about your subscription.

Answers to these questions can be found in the Tap Inspect help center. Once we fully understand the question you are asking you will be directed the help center resource so you can solve your issue.

Moderate Issue

A feature of the Tap Inspect reporting app or web service is no longer working and it is slowing you down but your are still able to complete or publish a report. You can still perform the primary tasks that Tap Inspect is designed to do.

Critical Issue

A support request for a critical issue is the highest level of severity and receives priority attention. Often even outside of regular support hours.

A critical issue is when you are unable to complete or publish a report due to a failure of the Tap Inspect app or the web services. This could be due to a known bug we have yet to fix or a hardware failure in our datacenter.