SkyVault Support use these status definitions when working on your issue.
| Status | Definition |
|---|---|
| Pending Customer | The case has been responded to by the support team and is either awaiting additional information from the customer or a possible resolution has been provided to the customer. |
| SkyVault - In Progress | The case is being researched and investigated. More information is being gathered from available sources or testing to help identify the problem. The case is awaiting a response from the support team. |
| Pending Engineering | The case is with the SkyVault Engineering team and being investigated as a product bug or enhancement. |
| Pending Release | This case has been identified, resolved, and/or identified for a future service pack and/or product release. As soon as that product update is released, the customer is notified and the case is pushed to the Resolved state. |
| New | The case has been created and entered into the system. The case is awaiting assignment to the appropriate support team member. |
| Open | The case has been responded to by the customer/partner and is awaiting a response from SkyVault. The last public response on the case is from the customer. |
| Re-Opened | The case has been closed in the past and the customer has added a new comment or attachment. The case is awaiting a response from the support team. |
| On Hold | The customer who reported this issue/question requires more time to test or gather information. |
| Resolved | The issue has been resolved to the customer's satisfaction. |
| Closed | The issue has been addressed or there has not been a customer case response following the standard support update sequence of contacting the customer via the phone and email. |