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All current customers may report a problem by sending an email to email@example.com (or submit a new case via the Support Menu on InVizion’s cloud hosting platform, if applicable). The problem report must contain customer’s company name; the name, phone number and e-mail address of the person reporting the problem; the priority level, the InVizion software product and version for which the customer is reporting a problem.
When reporting a problem, Licensee shall indicate its priority according to these definitions:
Priority 1: a problem that prevents user from completing work
Priority 2: a problem which a user can workaround
Priority 3: a minor inconvenience
Priority 4: a request for general information or an upgrade request