Support Ticket Severity Definition Table

This document describes how the severity is assigned to support tickets. 

The severity of a ticket is defined by two factors, the environment type and the business impact. The following table outlines the severity for each possible scenario:

  Production Environment

Non-Production Environment

Severe Business Impact Severity 1 Severity 3
High Business Impact Severity 2 Severity 3
Moderate Business Impact Severity 3 Severity 4
Low Business Impact Severity 4 Severity 4

For more detailed information about the business impacts, please review the descriptions and examples