When submitting a new support ticket you'll need to select one of four severities for your request. Please use this guide to set the appropriate severity.
1 - Blocker: Your entire Production System is down or so severely impacted that Routine Operation is impossible AND there is no workaround currently available.
2 - Business Critical: Your entire Production System is functioning, but in a degraded or restricted capacity AND no workaround is currently available or the workaround is inconvenient to use.
3 - Major:
(i) your entire Development System is down or your entire Development System is so severely impacted that Routine Operation is impossible
(ii) you are experiencing a minor impact to your Production System while the issue is identified and does not prevent Routine Operation, or a workaround is available.
4 - Minor:
(i) general questions or request for information;
(ii) a new feature request;
(iii) you are experiencing a minor impact to your Development System
(iv) you are experiencing issues with any beta- or non-production-certified application.
Instabase Support may change the Severity of your ticket if the selected Severity does not meet the above criteria or if the Severity of the ticket changes through troubleshooting. For example, if a Blocker ticket is created and the critical aspect of the ticket is dealt with, but follow up analysis is needed, the Severity may move from Blocker priority to Major priority.