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. A major software function is experiencing a reproducible problem that causes a major inconvenience to a large majority of users. |
|
Sev 3 Normal (Minor) |
The problem causes a minor loss of service or is a minor error. The problem is an inconvenience that may require a workaround to restore functionality or is a minor error, incorrect behavior, or a documentation error that does not impede the operation of a system. |
|
Sev 4 Low (Trivial) |
The problem causes minimal loss of service or results in no error. |
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