Service Level Priority Scale
Support issues are categorized according to a severity or priority scale. The Priority / Severity of a support ticket is set according to the guidelines listed below.
A service failure or severe degradation. Customer is unable to access any business resources or users are unable to access a critical business application.
A partial service failure or mild degradation. Customer is able to access some, but not all business resources. Non-production instance of the service is unavailable. Bug creating significant impact to existing service or application integration.
Minor service impact. Non-critical bug. Difficulty integrating new business or personal application with Ideanote. Customer is able to access almost all business resources.
Minor service impact or feature enhancement request. Customer is able to access almost all business resources.