As outlined in the Service Delivery Guide, there are four different Priority Levels for Support that can be assigned to a case. These correlate with the Business Impact field you select when you create a case. Whilst your case is important, where an incorrect Business Impact has been selected, a Support Consultant will adjust this and advise you.
Priority Levels
Priority Level | Business Impact | Description | Example |
P1 | Critical - My system is not available | Your organisation has a significant loss of service or performance that is severely impacted and requires immediate attention |
|
P2 | Major - A major feature has stopped working | Your organisation is experiencing a moderate loss of service or the service is degraded, however, work can continue albeit in a reduced manner |
|
P3 | Moderate - A feature I am using is not working as expected | Your organisation is functioning; however, there is a minor issue with the service |
|
P4 | Limited - I have a question about how to do something | A 'How do I ...?' query |
|