We want to make sure we are providing you with the attention your request deserves. To ensure we do so, it is important we know the impact of the issue you are experiencing.
Below is the list of the priority (impact) with their definition to help guide you when determining the priority when submitting a ticket to our technical support team.
|
Priority (impact) |
Definition |
|
Sev 1 Urgent (Critical) |
Encountering an emergency issue. This means that the system is not usable in its current state affecting a large majority of users. The system/customer(s) daily operation and/or productivity has been completely halted for a large majority of users. |
|
Sev 2 High (Major) |
The problem causes an important loss of service. This means that a major software function is experiencing a reproducible problem that causes a major inconvenience for one or more users. An acceptable workaround may or may not be available, however, the operation can continue in a restricted fashion. The fix will be considered for release upon completion of a permanent workaround that cannot be found and the next release is not imminent. |
|
Sev 3 Normal (Minor) |
The problem causes a minor loss of service. The impact is an inconvenience that may require a workaround to restore functionality that does not impede the operation of the product. |
|
Sev 4 Low (Trivial) |
The problem causes minimal loss of service or results in no error. The impact may require training, documentation, general question, processes, or general reporting. |
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