Severity | Definition |
S1 - Critical | The system is down or seriously impacts the enterprise wide user community, or the client’s data is lost or destroyed, and there is no reasonable work around available. |
S2 - Urgent | The system is seriously interrupted to normal operations, or their is an issue that negatively impacts a portion of the user community, and there is no reasonable workaround currently available. Important tasks cannot be performed, but the error does not impair essential operations. Data integrity may be at risk. |
S3 - High | The system or application is moderately affected. There is no workaround currently available, or the workaround is cumbersome to use. This is used when requests need to expedited or escalated |
S4 - Medium | The system or application issue is not critical, no data has been lost, and the system has not failed. The issue has been identified and does not hinder normal operations, or the situation may be temporarily circumvented using an available workaround. Maybe a feature failure and a convenient workaround exists. This is the standard request for most requests and any projects. |
S5 - Low | Non-critical issues, questions, enhancement requests, or the functionality does not match documented specifications. |