As outlined in the Service Delivery Guide, four different Priority Levels for Support 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 Level
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. |
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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. |
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P3 | Moderate - A feature I am using is not working as expected. | Your organisation is functioning; however, there's a minor issue with the service. |
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P4 | Limited - I have a question about how to do something. | A 'How do I ...?' query. |
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