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Critical cases going without responses
I've been having a few open cases lately, and one killer case that is a business-ending problem. But what does NetSuite support do? They call me on the low-priority cases and my critical case sits there and I have no idea what's happening on it. I've made it actionable with reproducible failures, so at this point progress is waiting on NetSuite support. I can't call in anymore so I'm completely dependent on when NetSuite chooses to reply.
What's missing is an urgency or priority field in the cases, so that support can get to the critical ones first and offer some kind of SLA. It's even in the default product, and my company uses a 4-level priority scheme:
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