When you raise a ticket with us, we ask you to define the criticality of the ticket. In this article, we provide you with some guidance on how to select the most appropriate criticality for your ticket.
There are four levels of criticality (Low, Medium, High, and Urgent) and if you do not assign a criticality, then the default setting is defined as "Low".
The meanings for each level are defined in the table below.
| Low | An Issue has been identified that affects the Services described in the Agreement. It does not impact the ability for the Service to perform core functions. The Issue is minor and does not require an urgent fix. |
| Medium | A moderate Issue which affects the operation or use of the Services with no immediate adverse impact on the Customer’s business operations. The Customer is able to use a workaround allowing continued use of the Service’s functionality. |
| High | An Issue which affects a functionality of the Service or results in a partial loss of functionality of the Service and negatively impacts normal business operations. The Service can still be used in a restricted manner and the Customer is able to use a workaround to allow core functions to be performed. |
| Urgent (Critical) | An Issue which causes the Service to be unavailable or inoperable, preventing the functionality of the Service from proceeding as stipulated in the Agreement and the Customer is not able to use any workarounds. |