Priority Level Definitions For Joomla Support Incidents
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In the Online Helpdesk, the service request priority definitions are based on the impact on your business. Your information includes your estimated business impact. Your helpdesk requests will be treated appropriately, based upon the business impact.
Below is a list of the standard priority definitions that Open Source Support Desk uses to classify technical support issues:
A Priority 1 issue is a catastrophic production problem which may severely impact your production systems, or in which your production systems are down or not functioning; loss of production data and no procedural workaround exists.
A Priority 2 issue is a problem where your system is functioning but in a severely reduced capacity. The situation is causing significant impact to portions of your business operations and productivity. The system is exposed to potential loss or interruption of service.
A Priority 3 issue is a medium-to-low impact problem which involves partial non-critical functionality loss. One which impairs some operations but allows you to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to your operation or issues in which there is an easy circumvention or avoidance by the end user.
A Priority 4 issue is for a general usage questions or request for a modification. There is no impact on the quality, performance or functionality of the product. |
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