In general, customer issues are given priority over any community issues. Customer
issues are addressed within the earliest Service Pack release possible based on complexity and
prioritization.
Service Pack escalations are requests from the Support team to SkyVault Engineering on behalf of a customer to ensure a particular, and usually unresolved bug, is included in the next possible release; Service Pack, Minor Release and/or Major Release.
Service Pack escalations are available to all current customers and partners, regardless of the support contract level.