Priority

Definition

1 – Resolve Immediately

(i) Customer can no longer perform critical business functions; or

(ii) there is a material loss or corruption of data; or

(iii) a critical deadline is affected; and

(iv) there is no known workaround without reduction of functionality or significant increase in costs to the Customer

2 – Give High Attention

Customer has identified critical loss of functionality and a short-term workaround is possible, but may create additional recovery or data problems.

3 – Normal Queue

Customer has found a Defect for which a workaround with no reduction of functionality exists and there is no significant impact on the Customer arising from the workaround.

4 – Low Priority

Customer needs information not found in the Documentation and lack of information does not impact operations.