What Is a Case? Sybase tracks every

What Is a Case?
Sybase tracks every question or request for assistance that your technical support contact makes to the Technical Support Center as a case. A case is a single technical question or instance of a problem. For example, if you call with questions relating to both the PowerBuilder Window Painter and another relating to PowerBuilder Database Painter, we will approach them as two separate cases. Each case receives a reference number, called a case number, which allows us to prioritize and track your problem effectively. Be sure to record the case number of your question or request for assistance so that you can reference it for future calls.
Case Prioritization
Case priorities are assigned based on problem urgency and the effect on your business. The priority of the case determines the targeted initial response time. Please explain the impact that the case has on your project, as it will allow your Technical Support contact and the Technical Support engineer to best address the problem for your organization. Properly prioritizing cases also helps balance the workload appropriately within Technical Support, ensuring that our entire customer base enjoys efficient resolution to technical issues.