Ticket Severity Guidelines

For faster service and enhanced response time, please choose the appropriate severity level that best matches your case. Use the definitions provided for each severity level below as a guideline to prioritize your ticket:

Severity 1 

This severity level should be assigned to urgent cases, which are defined by the following:

• The production system is down
• Production System severely degraded performance

If your ticket falls in this severity level, please provide the following 24x7 contact information:

• Name
• Phone number, where we can reach you
• Email address

Without the above information, unfortunately, we would have to downgrade the severity level of the ticket to “High” as we would not be able to contact you.

Severity 2

This severity level should be assigned to cases with a high severity level. Set the severity level for your case if the issue is one of the following:

• There are system errors with no workarounds
• Some report results are incorrect
• There are aborted load operations (or error messages), preventing full/incremental data load
• There is a security issue
• The POC system is down
• The POC system performance is severely degraded

Severity 3

This severity level should be assigned to cases with a normal severity level. Set the severity level for your case if the issue is one of the following:

• There are system errors with workarounds
• Minor calculation errors that are impacting a report
• There are performance issues, but not impacting critical business processes
• There are usability issues and How-To questions

Severity 4

This severity level should be assigned to cases with a low severity level. Set the severity level for your case if the issue is one of the following:

• Some reports contain formatting issues
• Having questions about one or more features
• There are aesthetic issues
• Having recommendations regarding the system changes
• Having documentation-related inquiries