| Severity Level | Classification | Initial Response (Business Hours) | Estimated Resolution Time |
| 1 | Severe | 1 business hour | 2 business day |
| 2 | Medium | 4 business hours | 5 business days |
| 3 | Low | 1 business day | Next Release |
Severity 1 cases represent the highest priority, such as when an entire AirMagnet Enterprise system is offline or not operational and significant numbers of end users could see an impact. Severity 1 cases include situations where the customer's effectiveness in using AirMagnet products is severely compromised for an essential part of the system although all essential parts of the system can be used.
As soon as a case is marked Severity 1, the Customer Support Manager is paged and the support team starts to resolve the situation. If a customer system is involved, AirMagnet contacts the appropriate escalation managers or technical staff at the customer site, and works with the customer to address any problems.
These cases represent problems with a single AirMagnet Sensor, one copy of AirMagnet WiFi Analyzer/Handheld Analyzer/Survey/Planner, Spectrum Analyzer, VoFi Analyzer, a single end user, client software problems, or other problem with limited impact on AirMagnet customers. The customer's effectiveness is compromised, though not severely. All essential parts of the system can be used.
AirMagnet support responds to Severity 2 cases within 1 hour, and works on these cases until they are resolved. The customer will receive a resolution or status within 48 hours on a level 2 severity.
Requests for enhancements, informational items, billing issues, and documentation problems are assigned Severity 3. AirMagnet support responds to these cases within 1 business day and addresses them as appropriate.
To submit a case, click here.
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