Request severity is a measure of the relative impact of an issue on your systems or business. Accurately defining the severity of your issue ensures a timely response and helps us to understand the nature of your problem.
- Severity One is defined as an event that prevents initial installation and operation of the software or, after the software is installed and operational, results in enterprise wide failure of the computer on which the software is installed. It also applies to a situation that renders a mission-critical application unusable, prevents booting of the server, or results in data that is unrecoverable, corrupt, or lost. No workaround or immediate solution is available.
- Severity Two describes an issue that prohibits installation or use of a feature described in the documentation or results in the user being critically restricted in the use of the software for a particular purpose or application. A temporary workaround may be available as we attempt to resolve the issue.
- Severity Three applies to a situation that involves partial, non-critical loss of functionality of the software or impairs some operations, but allows the user to continue using the software.
- Severity Four applies to cosmetic issues, including errors in the documentation, general usage questions, and recommendations for product enhancements or modifications.
