Gurobi’s Standard EULA defines service levels for support, the highest of which is Urgent. When submitting a support request, it's important to categorize your issue correctly to ensure a timely and effective response.
What constitutes an Urgent request?
Urgent (or “production blocking”) status is reserved for critical issues that completely block a business-impacting production system with no apparent workaround. Examples of qualifying issues include, but are not limited to:
- License key failure: A valid license key for a production system is not functioning, halting operations.
- Unexpected crashes in services such as Compute Server, WLS and Cloud: Error messages such as "Job state is 'FAILED'", "Job state is 'DISCONNECTED'", "Too many sessions, X active sessions for a baseline of Y", or "Unexpected Response (status 502)" in a production system.
- Segmentation faults: The production system experiences a crash (e.g., segmentation fault) that disrupts critical workflows.
What does not constitute an Urgent request?
Examples of issues that, although possibly of high importance, are not typically classified as Urgent are:
- Numerical issues: Issues related to numerical accuracy or stability.
- Performance concerns: Optimization takes longer than is typical, or performance tuning is requested.
- Infeasibility: Model instance is unexpectedly infeasible.
- Modeling: Questions about model formulations.
- Issues in a non-production environment: Issues that are not affecting a production system.
We understand that a timely response is important for whatever issue you are having. Our four priorities (Urgent, High, Important, and Normal) help us prioritize requests to meet or exceed our target service levels. If you are unsure about the priority of your request, please provide as much detail as possible so that our team can assess its priority effectively.
For more information, please consult the Maintenance and Support section of Gurobi’s Standard EULA.