| 0 |
Providing additional logs |
Logs submissions for an existing ticket |
For debug purposes |
| 1 |
General inquiry, how-to or routine technical issue |
Request for additional information about the product and product capabilities, navigation, installation and configurations and suggestions for feature requests |
No customer business impact |
| 2 |
Configuration issue |
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 general issue |
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 |
Critical issue, time-sensitive |
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 |
