Severity Levels

Severity Levels

This is only applicable to Managed Services.

Issues will be categorised and handled according to an assigned severity level. The ticket severity level is selected by the User at the time of ticket submission, and will be updated by infoThink Solutions as follows:

Severity Levels

Level 1 - Critical
  1. Critical production issue affecting all Users, including system unavailability and data integrity issues with no workaround available. 
Level 2 - Urgent
  1. Major functionality is impacted or performance is significantly degraded. The issue is persistent and affects many Users and/or major functionality. No reasonable workaround is available.  
Level 3 - High
  1. System performance issue or bug affecting some but not all Users. Short-term workaround is available, but not scalable. 
Level 4 - Medium
  1. Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround is available. The resolution required as soon as reasonably practicable. 


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