What are the Urgency Levels for support tickets?
Critical – Customer’s system is down; or customer’s business operations or productivity are severely impacted with no available workaround; or is critical security issue. High – Customer’s system is operating but issue is causing significant disruption of customer’s business operations; workaround is unavailable or inadequate. Medium – Customer’s system is operating and issue’s impact on the customer’s business operations is moderate to low; a workaround or alternative is available. Low – Issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity.
