| 0 |
Providing Additional Logs |
Logs submissions for an existing ticket |
For debug purposes |
| 1 |
General questions |
Request for additional information about the product and product capabilities, navigation, installation and configurations and suggestions for feature requests. No technical issues please since those will go to a separate queue |
No customer business impact. |
| 2 |
Configuration |
Something related to the product is not working which likely is related to configuration of the environment or the product itself. |
Minor loss of application functionality due to product or environment configuration, product feature requests, how-to questions. The issue consists of "how-to" questions including issues related to one or multiple features and integration, installation and configuration inquiries, etc. |
| 3 |
Important |
There's an issue with the product which does not affect business or have little effect. |
Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments. |
| 4 |
Urgent |
There is an issue with the product which affects business, but there is a known workaround to keep things going. |
Some endpoints not syncing vital data. Agent stability issues on some endpoints, Management Console Policy deployment failures. |
| 5 |
Critical |
The issue severely affects business. The specific functionality is mission-critical to the business and the situation is considered an emergency. |
Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments. |
