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CloudBlue SaaS Ticket Severity

Modified on: Fri, 19 Apr 2024 10:48 AM

Severity level indicates the relative impact of an issue on our customer’s systems or business processes. CloudBlue Support uses the following severity level definitions to classify all Cloudblue SaaS support requests:

Severity

Definition

Severity Level 1 (Urgent)

A ticket with Urgent severity must meet at least one of the following:

  1. The production platform with a business-critical service is down, inoperable, inaccessible or unavailable.
  2. A business-critical service is not working after a change, backup, recovery or migration.

The issue significantly affects a large group (more than 33%) of users. As soon as a workaround is available the ticket will be closed and a follow-up ticket will be created to further investigate to identify the root cause of an issue and to prevent such incidents in the future.

Severity Level 2 (High)

A ticket with high severity must meet at least one of the following:

  1. An entire component or functionality of the production platform does not work and/or cannot be used. 
  2. Significant performance degradation that causes high impact on business operations for a significant number of processed transactions.
  3. A production platform has a big issue after a change and rollback has had no effect and the issue is still ongoing.

The incident significantly affects a large group (more than 33%) of users. As soon as a workaround is available the ticket will be closed and a follow-up ticket will be created to further investigate to identify the root cause of an issue and to prevent such incidents in the future.

Severity Level 3 (Medium)

A ticket with Medium severity meets at least one of the following:

  1. affects non-essential functions or has minimal impact to business operations, 
  2. the problem is localized or has isolated impact, 
  3. the problem is an operational nuisance or results from documentation errors,
  4. the problem is not an Urgent or High severity, but is otherwise a failure of a pre-existing situation.

Severity Level 4 (Low)

A ticket with Low severity must meet at least one of the following:

  1. a follow-up ticket for an Urgent or High ticket that requires further investigation to identify the root cause of an issue and to prevent such issues in the future,
  2. a Request for new configuration, deployment or functionality.


NOTE: To address tickets of severity Urgent and High within the defined service level, you MUST call our 8x5 or 24x7 phone number indicated during the Onboarding process and inform us about the case. A contact person of the Customer must be reachable by phone to answer questions and consult with our support team. If a contact person is not reachable, the ticket severity may be lowered to Medium.