Priority definitions for support issues

Priority

Definition

P0 Urgent

Critical incident. An issue reported by the customer where mission-critical production systems or workflows are down and no workaround is available. This Priority includes security incidents.

P1 High

Major functionality severely impaired. An issue reported by the customer where mission-critical systems or workflows are impaired. Operations can continue in restricted fashion with a workaround, but long-term productivity is impacted.

P2 Medium

Partial loss of functionality. An issue reported by the customer where systems or workflows are partially impaired, but there is no major business impact. This Priority includes account management concerns such as subscription, billing, and payment issues.

P3 Low

General usage question or feature request. An issue reported by the customer that does not impact operations. This Priority includes configuration assistance, general usage questions, and requests for new product functionality.