The support team sets a priority based on the following definitions.
Priority | Definition |
Urgent | One of the core functionalities of the Software are not available and there is no temporary solution. This unavailability has a major impact on operations and affects one or more users. An immediate solution is required. |
High | One or more functionalities of the Software are not available but a temporary solution is possible and/or the unavailability has only a limited impact on the operation of the organisation. |
Normal | One or more functionalities of the Software are affected by an Incident that causes an inconvenience which temporarily prevents the Software being used for these purposes, but without having a serious impact on the operation of the organisation. |
Low | One or more functionalities of the Software are affected by an Incident that causes an inconvenience, but which does not have a serious impact on operations or for which a temporary solution is available. |
Each priority has an SLA which is part of the contractual agreements and depending on the chosen support level.