Severity Level Guidelines
The following table provides details of the 4 severity levels available when submitting a ticket and a description of when to use each of the severities.
Severity |
Description |
1 'Critical' |
System is entirely down or there is a major malfunction resulting in the system being inoperable. |
2 'Severe' |
Severe loss of functionality and/or usability, resulting in a high number of users being unable to perform their normal functions with no reasonable workaround available. |
3 'Major' |
Serious or significant impact on an individual’s or small number of users’ ability to perform their normal functions. |
4 'Standard' |
Moderate or minor loss of functionality with users still being able to operate without significant impact. |