When opening a ticket, there are 3 severity levels:
- Severity 1: Critical – Production outage affecting all or the majority of requests or major issue impacting service.
- Severity 2: High – Persistent or irregular issues affecting some requests; System usage is limited.
- Severity 3: Normal – Inquires about routine technical issues; information requests; configuration.
If your request does not match the proper severity level, our support staff reserves the right to upgrade or downgrade your ticket severity rating.