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 a list of the impact and definition to help guide you when making your decision when submitting a support request.
Encountering an emergency issue. This means that the system is not usable in its current state and the system/customer(s) daily operation and/or productivity has been completely halted for a large majority of users.
|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.
|Normal/Minor||The problem causes a minor loss of service or is a minor error. The impact is an
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.
|Low||The problem causes minimal loss of service or results in no error.|