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Open Client PortalSeverity Levels
When submitting a ticket, use these definitions to select the right priority. Accurate classification helps us route and respond to your issue faster.
Critical
BlockerComplete production outage. A core business function is down, a critical security vulnerability is actively exposed, or data corruption is occurring. No workaround exists.
Immediate, around-the-clock response required.
Major
HighSignificant service degradation. A major feature or system component is broken, severely impacting critical workflows or a large group of users. A clumsy workaround may exist.
Urgent response during business hours.
Medium
NormalPartial loss of non-critical functionality. The system is largely operational but a specific feature is malfunctioning. A viable workaround exists or only a small subset of users is affected.
Addressed within standard response windows.
Low
MinorCosmetic or trivial issues. The system functions normally. Includes minor UI glitches, typos, documentation errors, or enhancement requests with zero impact on current operations.
Scheduled during regular maintenance cycles.
Severity vs. Priority — What's the Difference?
While closely related, these measure different things:
Severity
How bad is the impact on the system? Determined by technical reality — how broken things are.
Priority
How fast do we need to fix it? Determined by business urgency, resources, and deadlines.
Example: A typo on your homepage is Low Severity (nothing is broken) but may be High Priority to your marketing team because it's visible to every visitor.
Priority Levels
Priority determines urgency — how quickly an issue is routed, assigned, and resolved. While severity measures the technical impact, priority dictates the queue position.
Critical
ImmediateMinutes to Hours
Drop everything. Total stop on regular work. Requires immediate resource allocation and potentially executive escalation. Usually mirrors a Sev 1 outage or critical security breach.
High
Same Day1-hour response · 8-hour fix
Highly urgent. Next in line behind any active P1s. Assigned to issues severely hindering core operations or blocking an impending release deadline.
Normal
Next Few Days1–2 day response · 3–5 day fix
The default queue. Handled during normal business hours as part of the standard workflow. The issue causes friction, but standard operations can continue in the meantime.
Low
BacklogScheduled when resources allow
Low urgency. Addressed when higher-priority work is cleared. Includes minor bug fixes, non-urgent optimizations, or nice-to-have feature requests sitting in the backlog.
The Priority Matrix
In mature IT service management, priority is calculated by cross-referencing Impact (Severity) against Urgency (Business Deadlines).
| Impact / Urgency | High Urgency | Medium Urgency | Low Urgency |
|---|---|---|---|
| High Impact | P1 | P2 | P3 |
| Medium Impact | P2 | P3 | P4 |
| Low Impact | P3 | P4 | P4 |