Case Severity Levels

Skyone Studio offers clients dedicated support structured into three distinct levels (L1, L2, and L3), ensuring comprehensive and specialized assistance to meet users' diverse needs. Below is a detailed description of each support level:

Level 1 (L1) – Initial Screening and Ticket Routing

This is the first point of contact with support, responsible for screening and performing a preliminary analysis of tickets. The team conducts an initial assessment of the issue, provides basic guidance, and forwards the necessary documentation for further support.

Level 2 (L2) – Detailed Analysis and Action Execution

Tickets that require a more in-depth diagnosis are escalated to Level 2 (L2), where specialists perform a detailed technical analysis and take specific actions within the product's workflows and operational processes. This level is focused on resolving complex issues that could not be addressed at Level 1 (L1).

Level 3 (L3) – Bug Fixes and Feature Development

Tickets involving critical failures (bugs) or requests for enhancements and new features are handled at Level 3 (L3). At this level, the technical team works directly with the product’s code and architecture, fixing issues or implementing improvements to ensure the system’s continuous evolution.

The severity level can be reclassified by the Skyone Support Team if the original classification does not meet the requirements.