Support Ticket Priority Definitions

Priority 1 (Urgent):

3 of 3:
1 – massiveness (n of users)
2 – functionality criticality
3 – workaround

The product or business critical service is down or non-operational, several or all major features are severely affected, e.g. a production server is down, Virtuozzo software not starting or crashing on a production server (excluding hardware issues), complete outage of Partner-facing services, no data can be accessed, critical performance issues make using the product or service impossible, data loss is suspected, massive virtual environments outage. Partner’s business operations, critical business functions are severely affected. No workaround available.

Priority 2 (High):

2 of 3:
1 – massiveness (n of users)
2 – functionality criticality
3 – workaround

Major product or service feature affected, e.g. deployment, configuration, license activation, account management (registration, activation, upgrade), data management, provisioning . There is critical time sensitivity, but no massive or severe impact on business operations.
The issue affects a significant number of customers and/or virtual environments.
Significant performance degradation of a crucial service that causes high impact on business operations for a significant number of customers.
Critical time sensitivity – the issue requires prompt resolution to avoid further significant impact on business operations but is not immediately critical.
Once the impact is reduced and business operations are stable, the issue can be reclassified to Normal priority, otherwise, the priority should be raised to Urgent.

Priority 3 (Normal):

1 of 3:
1 – massiveness (n of users)
2 – functionality criticality
3 – workaround

Product or service feature is affected to a limited degree, a limited small number of users, specific environments, irregular behavior happening under specific conditions that can be workarounded, e.g. minor bugs in specific configurations not affecting overall functionality, problems isolated to staging or development environments, compatibility issues with specific 3rd party products or services, issues isolated only to customer-specific environment configurations, non-critical performance degradation, undocumented behavior.
Moderate time sensitivity. Once the issue is resolved or a stable workaround is in place, the priority can remain Normal or be reclassified to Low if the impact is minimal.
If impact increases or workaround fails, the priority level should be re-evaluated.

Priority 4 (Low):

0 of 3:
1 – massiveness (n of users)
2 – functionality criticality
3 – workaround

Product or service features are not impacted.
Minor usability issues, GUI issues, cosmetic problems, documentation errors, or general usage questions. Enhancement requests or recommendations for future product improvements.
Non-critical, low-priority issues with minimal business impact, not affecting overall functionality. Minor issues that do not need immediate attention and can be resolved in future releases.
Low time sensitivity. The priority remains Low unless the impact increases, in which case it should be re-evaluated.