Outside of Saama's normal Customer Support business hours (outlined in the Saama Support Policy), customers are able to request 24-hour support for Urgent issues only. 

Since Urgent issues are broadly defined in the Saama Support Policy, this article is intended to provide more specific guidance on the subject.

Below is a list of categories and descriptions for issues that may be considered Urgent and may require immediate assistance outside of Saama Support business hours. 

Note that this is meant to provide general guidelines. If your issue does not fall into these categories but you believe it fits the description of Urgent issues outlined in the Saama Support Policy, then you may submit it with an Urgent priority.

The Saama application is unavailable

The instance or application is unavailable. Users cannot access the site or get to the login screen. Before reporting the problem, please attempt to access the site from multiple computers, networks, and browsers to confirm that it is not an isolated problem affecting only one user or computer.

All users are unable to login

The application is available and the login screen loads, but no users can login to access the system. Before reporting the issue, please check with other users to confirm the issue affects all users. If most users are able to access the system and only a small subset are having a problem, then it should not be considered Urgent. The issue can be reported as High priority and will be addressed during the next business day.

Data is unavailable or missing

All data or critical data is missing from Saama Application. This does not mean new data has not yet been loaded (stale data), but rather entire panels or data sources are now empty or unavailable. If a resolution is required immediately, then this can be reported as Urgent for immediate assistance. Before reporting the issue, please confirm that the problem exists for multiple users and is not an isolated incident for a single user.

The Saama application is unusable

Typically poor performance would not constitute an Urgent request. However, if it is severe enough that the application can be considered unusable it may be reported as Urgent for immediate assistance. Before reporting the issue, please confirm that the problem exists for multiple users and multiple reports. A single poor performing report should not be considered an Urgent issue.