Report an Incident
WHEN RAISING AN INCIDENT - PRIORITY GUIDELINES
Priority 1: means a defect that results in users being unable to operate the system in accordance with the business processes or severely impacts business productivity and service levels. (e.g. Portal is down, surveys unavailable)
Priority 2: means a defect that significantly impacts the users’ ability to use the application without using unsustainable workarounds or has a major impact on business productivity and service levels. (e.g. critical data unavailable for review or export, push report failure)
Priority 3: means a defect that has a minor impact on the users’ ability to use the application using sustainable workarounds or has a minor impact on business productivity and service levels. (e.g. mismatch base on report or dashboard, export not functioning as expected)
Priority 4: means a defect that does not impede the users’ ability to use the application, or does not impact business productivity and service levels. This defect severity level is used to highlight cosmetic or nuisance issues. (e.g. spelling mistakes, branding or styling issues)