# Support Case Severity

| Severity definition                                | Description                                                                                                                                                                                                                                                                                                                                      |
| -------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| P1: Critical impact—service unusable in production | <p>The application or infrastructure is unusable in production, having a significant rate of user-facing errors.</p><p>Total loss of basic business functions in production environments. This refers to a complete blockage of the business processes supported by the application (e.g. billing, collections, etc.).</p>                       |
| P2: High impact—service use severely impaired      | <p>Partial loss of a business function and/or significant degradation of service performance. Refers to a partial blocking of business processes, but a work-around is available.</p><p>The infrastructure is degraded in production, having a noticeable rate of user-facing errors or difficulties in spinning up a new production system.</p> |
| P3: Medium impact—service use partially impaired   | <p>Loss of function or degradation of business processes in production environments that affect individual users or small groups of users with minimal impact. Pull requests are also included in this category.</p><p>Case requires more in-depth investigation and troubleshooting and less frequent interactions.</p>                         |
| P4: Low Impact—Service Fully Usable                | <p>This category includes modifications or tasks that are not critical but contribute to the proper functioning of the system.</p><p>Recommended for consultative tickets where in-depth analysis, troubleshooting or consultancy are preferred to more frequent communications.</p>                                                             |

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