911 Issues (High Priority) - Level 2
A major problem, but have found a possible work-around to get the job completed. The work-around is a short-term solution, to avoid the potential of building legacy data if the fix is not implemented soon.
- Initial Response Time � ASAP - 2 hours
- Appropriate Solution Time � 1 week
- Solution or possible work-around documented and delivered.
- Fixed in the next build of the current release, with a gold CD shipped to your facility.
- Updates to the status of such a situation daily, until a solution is developed or the problem is fixed.
- Contact Escalation Protocol �
- Call the PTC Customer Care Rep
- Call the PTC Sales Rep.
- If no contact is made within two hours, contact the Regional Director in your area