Support Level Priorities

This page is designed to provide further information about issue priorities for bugs or problems with the system, and how those issues are categorised.

 Critical

Use of the platform is stopped or so severely impacted that the customer cannot reasonably continue work.

Customer resources should be made available in critical level situations and reasonably cooperate to help resolve the issue.

These problems could have the following characteristics:

• System hangs or crash situations
• Data loss or data corruption
• Critical functionality not available

Note: Critical issues must be logged through the issues system and be reported by phone call.

 Major

Major loss of function.

Important product features are unavailable with no acceptable workaround. The platform is functioning with limited capabilities or is unstable with periodic interruptions. The software may be operating but is severely restricted. These result in serious interruptions to normal business operations.

Such problems could have the following characteristics:

• Severely degraded performance
• Functionality unavailable but the system is able to operate in a restricted fashion
• Important tasks cannot be performed, but the error does not impair essential operations
• Processing can still continue in a restricted manner, and data integrity may be at risk
• Meeting urgent project deadlines that have a financial impact are at risk
• The service request requires timely processing, because the malfunction could cause serious interruptions to critical processes or negatively impact business

 Minor

These issues cause minor interruptions in normal operations, and are typically associated with features unavailable or incorrect behaviour of the software. A workaround exists and the majority of software functions are still useable.

These issues could have the following characteristics:

• Error message with workaround
• Minimal performance degradation
• Incorrect product behaviour with minor impact

 Trivial

The problem results in minimal or no interruptions to normal operations (no business impact). These have no impact to quality, performance, or functionality of the software.

Some examples might include:

• Cosmetic problems like misspelled words or misaligned text
• Additional documentation requests
• Requests for advice/how-to's on software usage & configuration
• Clarification on product documentation or release notes
• Software enhancement request
• Other general questions

 Wish-list

Future items to look at implementing. These are a nice-to-have, and could be in the form of additional documentation, suggestions for improvement, etc.

 Blocker

Catastrophic system failure - the entire system is completely inaccessible. Before reporting this issue, customers should ensure that the problem is not a result of network issues on the customer's side (for example, by also attempting to connect via a working mobile broadband connection)

Note: Blocker issues must be logged through the issues system and be reported by phone call.