Severity definitions

Here are the severity definitions that Tiledesk Support uses when prioritizing and working on your issue. If you are able to help us by properly recognizing each severity - for example, by picking Severity One(1) ONLY for your most critical issues - you can be sure that the Tiledesk Support team will address each issue in a timely and efficient manner. 

1 – Production System Down

A Severity One issue indicates the production system is completely shut down or system operations or mission-critical components are down.

Tiledesk promptly initiates the following procedures:

Assigns specialist(s) to correct the Error on an expedited basis.

Provides ongoing communication on the status.

Begins to provide a temporary workaround or fix.

The assumption is that customer resources are available during the contractual service hours, as necessary, to collaborate on a workaround or fix.     

2 – Major Impact

A Severity Two issue indicates the production system is functioning but severely impacted with limited capabilities, or is unstable with major periodic interruptions. A Severity Two issue may also indicate there is a time sensitive question impacting performance or deliverables.

Tiledesk assigns a specialist, and provides additional, escalated procedures as determined necessary by Tiledesk Support Services staff. Tiledesk exercises commercially reasonable efforts to provide a workaround or include a fix for the Severity Two issue in the next Service Pack/Maintenance Release.

3 – Minor ImpactA Severity Three issue indicates the production system is still functioning but capabilities are moderately impacted, or the system is unstable with minor periodic interruptions or a minor loss of product functionality. A Severity Three issue can also indicate there are errors in system development that may be impacting performance deliverables. There is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.
4 – Question – How To – EnhancementA Severity Four issue is a general usage question, request for information, reporting of a documentation error, or recommendation for a future product enhancement or modification. There is low-to-no impact on your business or the performance or functionality of your system.