When raising a Stax support case, you are required to select the severity level of the problem. The severity is determined by you based on the impact the problem is having on your business and your perceived urgency.
The Stax support case severity levels are as follows:
|Information||You require general guidance, have a general development question, or you would like to request a feature|
|Moderate||Non-critical Stax functions are impaired or degraded or you have a time-sensitive development question|
|Significant||Your business is significantly impacted. One or more important Stax functions are unavailable|
|Critical||Your business is at risk. One or more critical Stax functions are unavailable|
Information: You require assistance with a billing enquiry.
Moderate: You require a Stax account quota increase which is preventing the creation of a new AWS account.
Significant: Multiple users are unable to access their AWS account.
Critical: Multiple users are unable to log into the Stax customer console.
Stax support case response times will vary based on your Stax support plan.
Stax will not guarantee resolution times. This is because the most severe, disruptive problems are more complex and can take longer to fix.