This article provides an overview of how we classify issues into Urgent, High, Normal, and Low Priority categories. These priority names are used for better understanding.
Each severity type has a corresponding priority name in a better human-readable form.
| Priority | Severity | Definition | Response time | Resolution target |
| Urgent | Severity 1 Error | The error results in complete interruption of a production system that impacts all users and no viable workaround exists. | Company shall acknowledge receipt within minutes and will have technical resources working on resolution within 45 minutes. | Company shall resolve the Support request as soon as possible and no later than 3 business days after Company's receipt of the support request. |
| High | Severity 2 Error | The Error has a severe impact on performance, important services/components are not functioning, a single connection is down, or a subset of users cannot access the services in a production system, or a critical business impact and deployment is delayed with a hard deadline approaching in a non-production environment; the Error cannot be easily circumvented. | Company shall acknowledge receipt within two hours. | Company shall resolve the Support request as soon as possible and no later than 5 business days after Company's receipt of the support request. |
| Normal | Non-severe Error | The Error has a low impact on a small number of users in a production environment. Key functionality is usable; the Error can be circumvented. | Company shall acknowledge receipt by the next business day. | Company shall resolve the Support request or provide a viable workaround as soon as possible and no later than 10 business days after Company's receipt of the support request. |
| Low | Non-incident | A minor issue, or an enhancement request for which a feedback is not required. The main product functionality is available. | Company shall acknowledge receipt within 3 business days. | Not applicable. |