Ticket Classification (severity levels Sample Clauses

Ticket Classification (severity levels. Ticket’s severity will be determined by the impact of the issue for which the ticket is opened on the End User’s business practices. This section will define the different classification levels. Classification Level Description Critical (Severity 1): A total loss of core functionality in the Product or a down system that severely affects the End User’s business operations. High (Severity 2) A severe issue in the Product that has a noticeable impact on the use of the Product and on the End User’s business operations. Medium (Severity 3) An issue in the Product that causes only moderate impact on the use of the Product and on the End User’s business operations. Low (Severity 4) A reported anomaly in the Product that does not substantially restrict the use of one or more features of the Product to perform necessary business functions.